Today marks the first week of my entrepreneurial journey - as an independent consultant in CX and Digital Transformation - my mission is to support my clients with their customer, business and technology related goals.

It is my customers who inspired me and gave me the confidence to start on my own - I had the good fortune of working and consulting for world's most respected brands e.g. Vodafone, Deutsche Telekom, NHS, O2, Emirates, Three, Telenor, BT, NSPCC to name a few - and wanted to continue my quest - being completely agnostic of vendors and focusing on the enablement and facilitation of promises that my clients made to their customers.

As Breaking Silos Workshops and Digital Transformation topped the agenda of most board level discussions for my clients - I have decided to focus on these two areas as a priority.

In this post, I will touch on the definition of an Omni Channel CX :

A consistent delivery of branded, personalized and emotionally aware experience across all channels and touch-points throughout customer's life-cycle.

and share a video elaborating a use case of such experience:

https://www.youtube.com/watch?v=Eu-kb3xFhOA

The purpose of the above video is to highlight the nature, extent and power of Multi Channel Consulting. Enabling and unleashing such capability can help you amass an enviable customer equity that your shareholders and competitors will die for - however, unless you have appreciated the basics of human psychology, essential tenets of service innovation, information and technology - its one of the most difficult acts to master.

It is important to note that the essentials for delivering an Omni Channel Consulting are much more than procurement of mere technological capabilities and involve both strategic and functional facets concerning customer centric mindset and culture; people and leadership; process redesign and cross functional alignment, data and analytics and innovation and design thinking.

Essentially, its about developing an organisation that functions on a sense and respond based humanized operating model which is centered around the customer!

If you are (working with) a large mass consumer organization who's ambition is to deliver an unbeatable experience consistently and seamlessly across all channels/touch-points (IVR, Web, Mobile, Social, Contact Centres, Retail, Kiosks, Field Force, etc) whilst optimizing cost reduction, enhancing productivity and generating revenue – then

you must approach the subject strategically and become prepared to knit the silos of brilliance that often hinder organization's ability to develop further

To discuss this topic further - you can get in touch with me on zaheer.gilani@omnixco.com , 44(0)7984357010 or add me to your network.
Omni Channel CX