Published: 21/09/2017

In a world of multiple touchpoints, each customer path is unique and customer journeys are unpredictable. Only the most agile of brands will be able to keep up with ever-evolving customer journeys.

In this context, brands need to question whether their current organisational structure really enables them to deliver a positive customer experience. During the webcast, Stephane Sanchez explores the need for brands to redesign their approach, to deliver continuous improvements in the customer experience.