Measuring and Evaluating Your Omnichannel Customer Experience

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About this Resource

As a retailer, you’ve probably heard the term “omnichannel” more times than you can count. But it’s not just another buzzword. How your customers interact with your brand spans far beyond any single channel.

The omnichannel experience involves every customer touchpoint, which requires coordinating many teams and responsibilities. It may sound daunting, but it's not impossible!

How can retailers coordinate across disciplines and formats to create a delightful customer experience?

To be successful, you not only need to understand how all those channels work together to create the customer experience, but you also need to test and optimize that experience.

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In this eBook, you will learn:

  • Why the omnichannel customer experience matters

  • How to research the omnichannel CX using analytics, surveys, and user testing

  • How to use your results to improve the omnichannel customer experience

This eBook is for marketers, CX professionals, e-commerce managers, and researchers at retail companies.

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