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Customer Engagement – An Omnichannel Perspective

• Internet shopping is about functionality, not fun • As more shoppers move online, in-store shopping will increasingly focus on leisure shopping and the quality of experience • Online/offline division is becoming artificial as consumers browse, compare and buy across channels • More complex than simply “showrooming”

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The Disruptors – The New Connected World

Machine Learning and Artificial Intelligence (AI)
• Machine learning finding its way through startups into applications like
marketing, security, and operations
• Deep learning includes computer vision, speech recognition, natural
language processing, and bioinformatics
• Companies today are using neural networks to
identify objects for use
in driverless cars

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