E25 Uncovering the Secrets to Exceptional Omnichannel Customer Experiences with Noz Urbina

In this video, Noz Urbina from Noz Urbina Consulting will discuss the importance of exceptional onmnichannel Customer Exerpeices. Noz will share techniques to help you design and achieve a great omnichannel customer experience.

Noz Urbina has years of experience in omnichannel architecture and design, and he'll be discussing how his experiences have helped him design exceptional customer experiences. If you want to improve your omnichannel customer experience, this is the video for you!

Salesforce Posse Podcast often features interviews with thought leaders or significant Salesforce ecosystem members. Yet, in this episode, we interview someone less involved in the Salesforce ecosystem. Noz Urbina, the founder of Urbina Consulting and OmnichannelX, joins today's conversation to share his knowledge and expertise on omnichannel customer experiences.

We begin with understanding what omnichannel is. Noz elaborates on the application of personalization and customer-centricity to omnichannel. He explains that omnichannel personalization is a method for pre-digesting content and making it easier for the user to ingest. In addition, we explore the omnichannel customer experience, detailing how this experience is tailored based on the customer's location and segmentation. Besides that, Noz outlines the questions an architect should ask to determine if a company is truly implementing omnichannel or merely installing multichannel under the guise of omnichannel.

Noz Urbina is a globally recognised leader in the field of content strategy and customer experience. He’s well known as a pioneer in customer journey mapping and adaptive content modelling for delivering personalised, contextually relevant content experiences in an omnichannel environment. Noz is co-founder and Programme Director of OmnichannelX. He is also co-author of the book “Content Strategy: Connecting the dots between business, brand, and benefits” and lecturer in the Masters Programme in content strategy at the University of Applied Sciences, Graz.
Noz's company, Urbina Consulting, works with the world’s largest organisations and most complex content challenges. He has assisted dozens of multinational organisations with developing or improving their content strategies, managing tool selections, pilot projects, delivering training, and guiding implementations. Clients include Johnson Pharmaceuticals & Johnson, Microsoft, Sanofi Vaccines, Mastercard, Barclays Bank, Abbott Laboratories, and many more.

[09:37] Omnichannel - What is omnichannel, and how does it work?

[16:12] Personalization - Noz adds that omnichannel personalization involves breaking down content into the right pieces and delivering them to the customer at the most relevant time.

[22:58] Customer Centricity - Difference between multichannel and omnichannel.

[24:43] OmnichannelX.digital - OmnichannelX has changed its approach from holding paid in person events yearly to hosting webinars, podcasts, and other learning materials more frequently.

[28:15] Architect's Role - How does omnichannel relate to the role of an architect?

[30:43] Customer Experience - We explore what the omnichannel consumer experience entails. Also, we further elaborate on how it is tailored based on the customer's location and segmentation.

[37:34] Data Integration - Determine how unstructured data is processed or labeled, whether it is offloaded or performed on the platform, and how the process is integrated with system components.

[39:43] Advice to Yo