· What are customer expectations in an omni-channel environment?
· Designing an integrated care strategy that matches customers’ multi-device, on-the-go lifestyle
· Ensuring constant exchange of insights across channels
· Delivering consistent service across every touch point – web, mobile, social media retail and self-service options
· Measuring and benchmarking success
· Listening to customers and how to personalised their journey in various digital channels
· Striking a balance between efficiency (automation) and keeping the human touch element
· Cultivating an agile & customer-first culture through the organisation