Will the Real Omnichannel Please Stand Up?
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Mark Treschl
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In contrast, wannabe omnis use legacy service models and technologies that make it difficult for associates to engage with demanding customers and meet their expectations. They're unable to personalize their interactions because customer data is siloed across the organization. And because wannabe omnis don't have inventory information readily available, their frustrated shoppers are defecting to nearby stores to find what they want.
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Mark Treschl
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