Episode 173

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Published on:

14th Feb 2022

173: Designing Omnichannel Journeys

Some retailers offer excellent shopping experiences that truly allow customers to move between channels. But designing omnichannel customer journeys can be complicated, with multiple functions, technologies and stakeholder views. Join Oliver Banks and special guest, Sarah Friswell, CEO of Red Ant, to explore how to design an omnichannel shopping trip and customer experience.

Listen to this podcast episode of the Retail Transformation Show and hear:

  • Why the vision is so important and how to go about creating that.
  • How to realise the vision in a world when there is no linear journey.
  • How to overcome challenges with legacy architectures, silos and critical but fragile systems.

Full show notes are at www.obandco.uk/173.

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About the Podcast

Retail Transformation Show with Oliver Banks
Deliver retail transformation to improve profitability and delight your customers
The retail market is experiencing great disruption - from increased customer expectations, fierce competition and tough trading environments over multiple channels. Every week, join me, Oliver Banks, a retail transformation specialist, to get a bag full of insight, inspiration and ideas to kick start your performance.



You’ll pick up actionable tips and tactics to lead successful change – whether that’s developing lean operating models, improving customer experience, driving digital transformation or seizing omni-channel opportunities.



So, if your passionate about retail transformation and you lead critical retail change projects & programmes, then this is the podcast for you.



The Retail Transformation Show is brought to you by Oliver Banks, Founder of retail transformation consultancy, OB&Co. Find out more at obandco.uk.

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Oliver Banks