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Talk to consumers about a bad customer experience and they’ll often refer to the moment when they switched from one channel to the other and fell into the gap in a disjointed service.

Industry analysts agree, this is the point of a customer journey with the most risk – so how do you prepare for that?

"To close the customer experience gaps in performance, convenience, personalization, and trust, firms must think differently and invest differently in the technology of experience delivery."

Ted Schadler
Vice President, Principal Analyst, Forrester Research

Find out how Rüdiger Pläster, Executive Managing Director - ORT Medienverbund, helped brands such as Volkswagen, American Express, Vodafone and Lufthansa with this presentation he shared at the Forrester CX Summit in London. You will learn:

  • How ORT implements omnichannel experience for its customers with agility and design thinking methods

  • How to overcome major challenges and lift omnichannel maturity by combining people and technology

  • Insights on how to avoid major pitfalls and how to assume failure by design

"censhare is a hub at the heart of our business that deals with the more atomized delivery of article-based content that we find ourselves working in."

Michael Rowley
Managing Director, Brands, Hearst UK

Of course, as Rüdiger shares, building a customer experience to be proud of, is a combination of people, processes and systems.

At censhare we offer a Universal, Smart Content Management solution that can sit across the content publishing, business and functional silos and puts omnichannel engagement functionality at the marketers’ fingertips.

Learn More About Our Omnichannel Solution

Vitra Case Study: Multichannel Single-Source Marketing

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The implementation of censhare for marketing campaigns allows Vitra to communicate consistently across all channels – from print publications, price lists and websites to social media in one orchestrated campaign. Via censhare, Vitra provides numerous touch points, all of which provide information in a consistent way.

Digital Asset Management and Omnichannel Content Management forms the core of the new intelligent system. All workflows are integrated, from the creation of product information and the preparation of all content and communication through to publication in all channels. Automated processes facilitate localization for languages, sales regions and individual target groups, while an integrated Translation Memory System permits lean, secure and efficient translation processes.

In marketing, censhare has brought us extreme increases in efficiency and with that also falling costs.

Matthias Wesselmann
Former Head of Group Marketing & Communication

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