How Do You Create A Seamless Channel From Offline/Physical To Online/Digital And Vice Versa?

In the video below on CxO Talk, I asked Charlie Cole, Chief Digital Officer (CDO) of Tumi about how to create cohesion between offline/physical and online/digital customer experiences.

In my view, organizations of all sizes also have to be cognizant of the following:

  1. People’s attitude can affect your customer experiences
  2. Process/Flow/Organization/Order can affect your customer experiences
  3. Products of lower quality can affect your customer experiences
  4. Services that are not friendly can affect your customer experiences
  5. Technology that does not keep the customer as the focus can affect your customer experiences