Do you know omni?

1. Omni is when…

A. A company creates a seamless experience through all channels and the client chooses how to access the products and services.

B. A company decides which products and services to push out through which channels

4. Which of the following demonstrate an omni-channel model? (Select all that apply)

Disney – you can plan your trip online, and update your park status using a mobile app. There are also people in the park to assist with your passes (they even know your name!). The system always seems to know where you are and predicts your needs and wants based on the information you’ve entered when you organized your adventure.

Starbucks – your rewards program lives in the app on your phone, on the website and you can even check your balance in-store. You can pre-order your favourite beverage ahead of time to pick it up at your neighbourhood café when you arrive.

Scotiabank - you can check your balance on different devices and at the automated teller machine (ATM), and transfer money between accounts. But, the databases are not comprehensively linked and you’ll likely have to visit a branch in person to complete transactions. Often the databases don’t speak to each other and you may need to confirm information multiple times.

5. What have we recently delivered to become more omni?

Online services allowing clients to select, view and print insurance documents

New website designs for mobile devices and tablets

Paperless billing and a new mobile app

All of the above

7. How can we help you increase your knowledge of the omni-channel model (i.e., tools, training, etc.)? Remember to check out the Client Engagement Source site for strategy information, the omni infographics and more!

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