How to Deliver a Truly Connected Customer Journey

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Today’s digital-savvy customers expect to be able to buy on their terms - how they want and whenever they want. This is good news for retailers because customers who buy across multiple channels are more loyal and spend more. But in order to win and retain these customers, retailers need to create a seamless and holistic experience at every customer touchpoint, and many are falling short of realising this to its full potential and failing to meet rapidly rising customer expectations.

On this webinar, we will discuss how retailers can rise to this challenge by developing a deep understanding of their customers’ needs and expectations across the entire customer journey, break down organisational silos, and deliver seamless and connected journeys that delight customers and drive business growth.

On this webinar you will:

  • Learn how to develop a thorough understanding of your customers
  • Learn how retailers are breaking down silos and using cross-channel analytics
  • Understand how to create a shared vision organisation-wide


Karine Cardona-Smits

Senior Analyst Customer Experience, Forrester Research

Paul Hornby

director of eCommerce, Matalan

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