Service and Operations Management

Rethinking the Funnel for the Omnichannel Age Premium

Print Share
Wearables, self-driving cars, AI displacing people who will spend less time working and more time searching for memorable experiences to share on social media. These trends are already triggering a seismic shift in consumer patterns toward a constantly connected and engaged omnichannel model. From his research on retail sector trends and the challenges posed by digitization, the author offers a series of tips so that brands and businesses can adapt to the consumer of the future. As the success of firms like Zara, Mango, Uniqlo, Apple and Amazon show, the keys to survival in this new age are unforgettable customer experiences and efficiency.
Bibliographic citation: D'Andrea, Guillermo, "Rethinking the Funnel for the Omnichannel Age: Are You Ready for the Retail Revolution?", IESE Insight, No. 36, First Quarter 2018, pp 53 - 58

Reference: 10.15581/002.ART-3121 (DOI)
Date: 20/03/2018
Author(s): D'Andrea, Guillermo
Document type: Non-refereed article
Languages: Spanish / English
Company(ies): Amazon, Alexa, Alibaba, Zara, H&M, Uniqlo, Starbucks, Ikea, Walmart, Kiabi, Mango, Airbnb, Volvo, Uber, Google, Levi's, Callaway, Kodak, Nokia