The Art of Omnichannel - Building Blocks for Crafting Connected Experiences

Explore a comprehensive conference talk on omnichannel architecture that examines the essential components for creating seamless, connected customer experiences. Learn to master three critical areas of omnichannel strategy: real-time data collection for understanding customer behavior, leveraging AI/ML for intelligent decision-making, and effectively distributing personalized experiences across multiple channels including web, mobile, call centers, email, SMS, and push notifications. Through detailed architectural examples, discover practical solutions, evaluate important trade-offs, and understand alternative approaches for implementing a robust omnichannel strategy. Delivered by Joel Confino, Chief Omnichannel Architect at Vanguard, who brings extensive expertise in distributed systems, large-scale web applications, and AI-based personalization, gain valuable insights to enhance your organization's customer engagement through sophisticated omnichannel architecture design.