The Consumer Matters is the blog of Leslie Grandy, aka Gearhead Gal.  My passion is creating and delivering compelling products that delight customers through simple and elegant user experience design.

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Entries in omnichannel (1)


Open Mobile Summit 2017 - Is Channel Conflict a Thing?

Breaking down silos is critical for mobile success. Those silos extend way beyond databases to include the organization, channels and technology. In traditional businesses, channel conflict was an important concern. In the B2C world, digital access has flattened the organization—at least in the minds of consumers. They expect to buy whenever and however they want to, as well as to switch seamlessly between all digital channels and physical stores, according to Leslie Grandy, senior director of technology development for Best Buy. Therefore, companies can't afford to silo their operations.