On May 3rd, 2011, Cactus was pleased to sponsor an exclusive webinar with senior Forrester analyst Brian K. Walker on his latest Big Ideas report: Welcome To The Era Of Agile Commerce. Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don’t interact with companies from a “channel” perspective. Customers now use a rapidly evolving set of devices as a means of engaging across touchpoints, which they don’t distinguish from the brand or business.

 

The time has come to optimize customer touchpoints not channels, but how do you to get started? Consumers expect to be able to engage and transact across the web, in physical stores, through support and call centers, television, tablets and mobile phones. The way that shoppers use their phones and tablets continues to change and evolve, and it is predicted that tablet sales will eclipse laptop sales by 2015. There is a huge opportunity to leverage these different touchpoints to deliver a highly tuned, focused and rich user experience.

Brian discussed how agile commerce represents the speed and changes that businesses will have to go through to deliver contextual and relevant touchpoints. The customer’s journey changes how businesses think about delivering their services, with the focus on the consumer and the customer lifecycle.

 

 

 

 

There are four key steps to creating and implementing a holistic and consistent consumer experience:

Attribution – when and how are people using your touchpoints?
Analytics – what does the data tell you?
Orchestration – act on what you’ve learned.
Optimization – fine tune and tweak

 

For more information about this webinar and how to implement an agile commerce strategy, please contact us at info@cactuscommerce.com