Developing a seamless customer experience across all touchpoints is the new nirvana that everyone from Marketing to IT is talking about. Few companies are doing it well, and even fewer resources seem to exist on how to integrate the disciplines of interaction design and user experience with the long histories of customer service and brand marketing best practices. Via my experiences evangelizing these efforts at a top multi-channel retailer, I will share some challenges, strategies, and tactics for designing and implementing a truly holistic customer experience.

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