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    AN OMNICHANNEL MATURITY ASSESSMENT

    May 26, 2022 1 minute

    LEVEL 1 OMNICHANNEL LAUNCH

    • Companies at this level aspire to offer customers a more integrated omnichannel experience.• Multiple channels are in place, but these work largely in isolation, rather than• Level 1 companies seeking to overcome silo thinking should focus on the customer-centric reimagination and implementation of end-to-end journeys. In addition, detailed role descriptions should be defined for key functions (such as field representatives, inside sales, and customer care).• Also, a mechanism to manage channel conflicts should be put in place (e.g., using segmentation and cross-channel incentives).

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