Accent Group Omnichannel Approach

About

Implement an omnichannel strategy across 15 brands

Accent Group, one of Australia’s largest retailers, and the company behind brands like Cat, Skechers, Dr Martens, Timberland, Vans and The Athlete’s Foot, among others, needed to rethink their customer experience as their retail and e-commerce businesses grew.

Traditionally a wholesale model, the change in consumer shopping habits left them with a 348% surge of in customer enquiries ticket volume. Check out this webinar to discover how they developed a comprehensive omnichannel solution for their customers to contact them anywhere and anytime they want.

This webinar discusses how to :

  • Map out your customers’ omnichannel experience
  • Implement self-service to thousands of visitors
  • Overcome the biggest obstacles to omnichannel
  • Measure channel performance: program, agent and service level KPIs

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Speakers

Rod Moynihan

Rod Moynihan Director, A/NZ Zendesk

Mark Rizza

Mark Rizza Head of Supply Chain Accent Group