Best omnichannel experience

 

Open to: All customer facing brands operating in the Middle East, Central and South Asia and North Africa. The business must be operating in both digital and physical channels.

The Middle East will be defined by the following countries for the purpose of the award - GCC countries (to include Bahrain, Kuwait, Oman, Saudi Arabia, and the United Arab Emirates), Jordan, Lebanon, Iraq, Iran, Palestine Territories and Turkey. 

Central and South Asia will be defined by the following countries for the purpose of the award - Afghanistan, Bangladesh, India, Kyrgyzstan, Kazakhstan, Pakistan, Sri Lanka, Tajikistan, Turkmenistan, and Uzbekistan.

North Africa will be defined by the following countries for the purpose of the award - Algeria, Egypt, Libya, Mali, Morocco, Sudan, Tunisia, Libya and Mauritania.

 

About this category:  

This award recognises the brand that has created the most seamless and exceptional customer experience across all digital, social and physical platforms. 

The judges are looking for brands that have repositioned their businesses by harnessing the potential of both their digital and physical presence to engage with their customers. In order to participate the brand must have created a seamless experience for their customers by establishing an omnichannel strategy. 

Moreover they must have proven to serve their customers’ needs on every available channel and successfully developed and enhanced their business.

Successful entries will also demonstrate that technology plays an ever-increasing part in contemporary physical design as well as digital channels. In this omnichannel world, it is increasingly important for physical design to embrace technology that enhances the physical customer experience and also helps form a bridge with the brand’s online proposition. 

 

 

Criteria: 

Entrants will be judged on their answers to the following questions: (Answers to each question will be cut off after 250 words) 

  1. Describe your company’s overall omnichannel experience and how each channel services your customers 
  2. In creating a seamless brand experience, how does the company merge online and offline experiences?
  3. How does your physical store or branch embrace technology and enhance the experience to form a bridge with the online proposition of the brand?
  4. Describe the top technologies you have integrated into your physical presence
  5. Describe how your contact centres add value to the customer experience to create a consistent view of the brand
  6. How are you tracking customers to create a personalised experience
  7. Demonstrate how the omnichannel strategy will improve the future of the business