The human and organizational challenges to build an integrated omni-channel customer engagement

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What are the major non-technological challenges to anticipate and tackle when trying to move an organization from a multi-channel silo customer engagement to an omni-channel integrated customer engagement in the field of B to B?

Omni-channel
Customer Engagement
Human Factors
Process Optimization
Bertrand Sauvageon
77 months ago

1 answer

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Hi Bertrand:
I have done this project for banks and the biggest challenge i have see is the fear of failure and fear of losing jobs.

You will find all the issues you see will be centered in fear, so i create a chart with fear in the center and then work with the team to identify all the fears (internal and external) and create a plan to address them proactively and working with team.

my two cents.

Parminder Sohal
77 months ago
I have led this transformation at a number of companies, and the most important thing to do is to start with senior leadership and ensure the CEO is on board, then build out the change management plan that shows what your org looks like today, what it will look like when it's complete and what are the gaps and phases to fill in until the end state. - Jodi 77 months ago

Have some input?