EP05 | Enhance omnichannel customer experience

The ultimate goal of enhancing the customer experience is to maximize profitability, so we all understand that selling products or services in one channel isn’t enough. The development of media and advertising has upheld enterprise more and more channels for businesses to reach customers. Therefore, enterprises need to ensure the connection between every channel should be seamless experience for customers in their journey of purchasing products or using services of the businesses.

So what customer experience trends are happening currently in the world and in Vietnam? Why it says that digital transformation strategy that focus on omnichannel customer experience is important, as well as the application of advanced technology such as artificial intelligence (AI) has enhanced the customer experiences will bring values to the enterprises? How are enterprises, in general, in need of improving the customer experience? What obstacles have they met and advices from experts while developing and implementing a digital transformation strategy to create omni channels and application of AI in enhancing customer experience?