Slides for Ross Dawson's second keynote at Congreso Internacional de Retail in Lima Peru. Slides are designed to support the keynote not to stand alone. For more content see www.rossdawson.com
60. Tapping the potential of omnichannel
1. Embrace new channels
2. Build richer human channels
3. Create convenient, powerful automated service
4. Enable seamless service visibility across
channels
5. Tap the power of the crowd
6. Proactively identify service opportunities
7. Move towards an integrated organization