Omnichannel by OmnichannelX

In this podcast, Noz and Amir Faizpour talk about how businesses can effectively implement AI beyond basic tools like ChatGPT. Amir, who runs Aggregate Intellect, explains why companies might need more sophisticated AI solutions that integrate with their existing business systems rather than using standalone AI tools. The conversation focuses on “AI agents” – systems that can independently use tools and execute complex tasks – and the importance of separating language models from actual business data to ensure accuracy and reliability. A key takeaway is that instead of relying on one large AI model for everything, businesses might benefit more from using multiple specialised models for different tasks, much like how human workflows operate.   What you'll learn Understanding why businesses might need solutions beyond standard AI tools like ChatGPT and Microsoft Copilot The importance of integrating AI with existing business systems rather than using siloed solutions How “agentic” AI systems work and their three key components: tool usage, memory, and planning capabilities The value of separating language models from actual business data and knowledge Why smaller, specialized AI models can sometimes be more effective than larger, general-purpose ones The role of human oversight and knowledge in AI systems How to evaluate and verify AI-generated content for accuracy and specificity.   “I have these nine commandments that I usually talk about when it comes to generative AI and one of them, which I think is the most important one, is the separating the knowledge, the data and the linguistic interface.” “One of my biggest design principles is that the architecture of, or the anatomy, as you're saying of the system, you're building has to replicate the human workflow.” – Amir Feizpour

When both simple and sophisticated AIs become universal, how will we tell real from synthetic? And if we can't, what do we do as individuals and societies to maintain coherence in our institutions, cultures, and our own sense of internal stability? Today we're starting a productive discussion about Truth Collapse: The AI-accelerated meta-crisis that could make or break the world.   What you'll learn: The importance of humility and understanding our vulnerabilities to predict and prepare for the future. The psychological manipulation techniques used by tech companies, such as Skinner boxes and addictive design. The role of AI in cultural participation and the associated risks. The potential dangers of AI in terms of emotional manipulation and truth collapse. Legislative measures that could mitigate the negative impacts of AI.

Understanding AI Ethics is crucial as we integrate artificial intelligence more deeply into our societies. This article explores five essential insights into AI ethics that help safeguard our future. Explore the ethical complexities of AI and technology in this insightful podcast with Noz Urbina and Larry Swanson. Learn about the manipulation tactics of big tech, the historical power of corporations, and the crucial role of government in technology regulation.   What you'll learn: Understand the dual aspect of AI and technology: potential benefits and significant ethical dilemmas How technologies, particularly AI, are designed to exploit human psychology for profit (e.g., social media platforms using addiction mechanics) Historical roots of corporate power and its implications for modern-day technology practices Insight into the necessity for governmental intervention and effective policy-making to regulate tech companies and protect societal interests An exploration of personal and collective responsibility in fostering a healthier relationship with technology and governance.    

Noz Urbina and Robyn Eastlake discussed the current state of omnichannel in the financial services sector, emphasizing its crucial role in meeting users' needs and staying connected with businesses. They highlighted the importance of content efforts being connected and omnichannel, and offered tips on how to implement successful omnichannel strategies. They discussed the challenges of creating a successful content strategy in the financial services industry, including balancing short-term goals with long-term thinking and leveraging AI in content design and automated experience design. They also explored the potential of AI in content production while maintaining the value of human creativity, and emphasized the need for a hybrid approach that leverages the strengths of both AI and human creativity. "The challenge is always how do you remind everybody in the day to day that [long-term relationship building] is the goal. You have your setup where you have your manufacturing side of the business deciding lending policy and then you have your distribution, still pretty much set up by channel. They're not usually pretty well connected... Making sure that users feel valued, they feel safe, they're protected, and that the things that are being served to them are appropriate to them is hugely valuable for businesses." – Robyn Eastlake Listen now   What you'll learn Omnichannel Mastery: Insights on navigating omnichannel strategy in financial services. Content Meets AI: How AI is shaping content strategies and what pitfalls to avoid. User-Centric Design: The importance of aligning content with user needs and expectations. Navigating Challenges: Key strategies for overcoming common obstacles in financial services. Future Trends: Predictions on the evolution of content and digital experiences.

Our guest today is Ashley Faus, whose work has been featured in TIME, Forbes, and The Journal of Brand Strategy. She currently works at Atlassian as a Head of Lifecycle Marketing. In this episode, Ashley and Noz Urbina unpack the power of content intent in boosting demand, dissecting learn vs. use intent, funnel phases in intent-focused strategies, and AI's role in content creation. They offer expert insights and tips on streamlining content roles for team synergy, ensuring message harmony, and aligning marketing with audience needs.   “I actually think the funnel is a retrospective measurement tool, not a forward-looking strategy tool. Nobody wakes up in the morning and says, ‘Today I shall be in the awareness phase.' People don't behave that way. So, I like to frame up the audience journey in terms of a playground, where people can go up, down, sideways; they can chart their own journey.” – Ashley Faus   By the end of the episode, you'll learn:   The Importance of Content Intent: Understand the difference between learn intent and use intent, and how this knowledge can dramatically improve demand generation and pipeline generation. Redefining the Funnel: Learn how the traditional top-of-funnel, middle-of-funnel, and bottom-of-funnel model is evolving to accommodate content by intent, and why a mindset shift is necessary for effective marketing. AI in Content Creation: Discover the spectrum of content creation from 100% human to 100% AI, and learn how to match the intent with the appropriate approach for creating meaningful content. Audience Intent Mapping: Gain insights into mapping the customer journey to a “playground” model where consumers can chart their own path, moving beyond the linear funnel model to understand consumer behavior more accurately. Content Planning and Strategy: Find out how breaking down content into actionable steps and clear CTAs can guide users more effectively towards their goals. Effective Marketing through Understanding: Learn the importance of tailoring marketing messages to individual preferences and interests, and how understanding the job or message behind each piece of content can lead to more successful engagement. Collaboration and Strategy in Content Marketing: Discover the critical role of collaboration across teams to create consistent messaging, the importance of a multichannel approach, and how to scale content marketing strategies effectively.

In today's episode of the Omnichannel Podcast, we're joined by AI expert Noz Urbina, alongside our host Larry Swanson, to go deeper into the transformative power of artificial intelligence across business, creativity, and more. This discussion will uncover how AI is revolutionizing our methods of problem-solving, content creation, and decision-making. Join us as Noz shares his journey through the evolution of AI, highlighting its potential to enhance human creativity and challenge our understanding of technology's role in society. Tune in to explore the complexities, opportunities, and future directions of AI in our rapidly evolving digital landscape. "AI enables us all to be programmers without being coders. It's about understanding the problem, its context, its constraints, and the intended results, and being able to express that logically and clearly, understanding both your own bias and the AI's bias. That's what lets us win the future." - Noz Urbina

Our guest today is Steven Pemberton, a renowned researcher in the field of computer science and information technology. Pemberton is best known for his contributions to the development of the World Wide Web, particularly in the areas of markup languages and web standards. In this podcast episode, Steven and Noz discuss the future of web development and content strategy. This discussion untangles the complexities of web technologies, emphasising the pivotal role of structured content and the innovative approaches shaping digital experiences. "My fundamental point of view is that if it works, you should do it... My problems with AI is that firstly, there's no I in there yet, that it's machine learning but it's not artificial intelligence. So that you can't trust it." - Steven Pemberton

Omnichannel is the unification of engagement and communication strategies so that they complement each other – rather than run in parallel – to give the audience what they really need. That means orchestrating experiences across multiple touchpoints and aligning content, design, governance, and systems around people's journeys. Our guest today is Cliff Hazell. He's a founder, manager, and coach. Over the last two decades, Cliff has built a career dedicated to dismantling the barriers that impede exceptional work.  He seeks to cultivate the appropriate culture and systems necessary for the development of outstanding companies and product and says he's trying to show brands the benefit of integrating everything you do, not just fixing one part. Omnichannel for the win, baby! He's now based in Sweden, where he spent four years leading a team of coaches at Spotify during a period of significant growth, as the company expanded its workforce from 700 to 5000 employees before moving on to coaching private clients, particularly those experiencing rapid scaling.  His guidance is focused on helping them develop focus, leverage, and sustainable habits. We're going to talk about what that exactly means and how you can do it during this episode. "If you automate stuff that is the wrong idea. You now have the bad things automated." - Cliff Hazell

In this OmnichannelX podcast episode, host Noz Urbina sits down with Tony Byrne, Founder of Real Story Group (formerly CMS Watch). Tony brings over two decades of expertise in CMSs, offering unique perspectives on the evolution of DAMs, headless CMS, and the emerging role of AI in content strategy. This episode delves into the complexities of modern content technologies and offers insightful strategies for making informed choices in a rapidly changing digital landscape.   By the end of the episode, you'll learn: Evolution of Content Management Systems: Understand how DAMs and CMS have evolved over the years, including the rise of headless CMS and the impact of AI Strategic Technology Decisions: Learn the importance of having a clear strategy and vision when choosing content management technologies The Future of DAMs: Explore how DAMs are expanding their capabilities, managing a wider range of assets, and playing a crucial role in the content lifecycle The Role of AI in Content Strategy: Gain insights into how AI is transforming content creation and management, not just at the customer touchpoint but throughout the content lifecycle Challenges with Headless CMS: Understand the limitations and potential pitfalls of headless CMS and the importance of hybrid solutions Emerging Omni-channel Content Platforms: Discover the concept of Omni-channel Content Platforms (OCPs) and how they differ from traditional DAM and CMS solutions Making Informed Technology Choices: Learn practical tips for navigating the complex content technology market and making decisions that align with your organization's needs.

In this OmnichannelX podcast episode, host Noz Urbina sits down with Brian Piper, Director of Content Strategy and Assessment at the University of Rochester. They explore the evolution of digital marketing, the impactful role of AI, and the fascinating world of the metaverse. Brian shares valuable insights from his work at the University of Rochester, discussing the intricacies of user journeys, content optimisation, and the future of AR/VR in education.   What you will learn: Understanding the evolution and future of digital marketing and content strategy Insights into the application and impact of AI and the metaverse in various fields Strategies for optimizing content performance and user engagement The role of analytics in understanding and improving user journeys The potential of AR/VR in educational and professional settings.

In this enlightening episode of the podcast, host Noz Urbina sits down with Thomas Stilling, a seasoned expert in Digital Asset Management (DAM) and digital strategy. With his extensive background at Forrester Research and 20th Century Fox, Thomas delves into the intricacies of DAM systems, their evolution, and their crucial role in powering omnichannel experiences. The discussion also touches on the differences between DAMs and Content Management Systems (CMS), the emerging role of AI in DAMs, and the importance of effective governance and change management in maximizing the potential of digital assets. This episode offers valuable insights for professionals grappling with the complexities of digital asset storage, findability, and efficient use in a multi-faceted digital environment.

In this episode, Noz Urbina sits down with Regina Lynn Preciado, senior content strategist with Content Rules, Inc. They delve into the world of structured content and its critical role in the life sciences industry. With over two decades of experience in solving complex content challenges, Regina shares insights on how structured content can transform the way organizations manage and deliver information. They discuss the unique content management challenges faced by life sciences companies, such as legacy content and the transition from traditional writing to component-based modular structures. Regina emphasizes the importance of content standardization across dimensions, from full deliverables to individual words, to create a unified and efficient content ecosystem. The conversation also explores the benefits of content reuse, reducing redundancy, and achieving full traceability of changes. Regina and Noz shed light on how structured content enables personalized, channel-specific, and audience-specific communication, ultimately enhancing the user experience.   What you will learn: The significance of structured content in life sciences. The challenges faced by the industry in managing content. How structured content helps overcome these challenges. The journey from traditional content to modular, machine-friendly content. Real-life examples of structured content transformation.

In this episode, Noz Urbina and Scott Kubie delve into the world of content ecosystem mapping. They discuss how this strategic approach can revolutionise content strategy by aligning digital strategy with business goals. Learn how to disambiguate and clarify your organisation's content reality, making it easier to see the forest for the trees. Scott discusses the blurring lines between designers and writers, emphasising the importance of integrating design and words to create holistic, strategy-driven content.   What you will learn: Uncover your content reality through ecosystem mapping, breaking free from page-centric thinking Explore crucial roles in the mapping process, including disambiguating roles for enhanced content operations Foster a stronger connection between design and content by encouraging designers to embrace fidelity with words and iterative text refinement Ensure consistency and scalability in an omnichannel world by embracing the editing function in content creation.

In this episode, Noz Urbina and Michael Andrews dive into the world of structured content and content modelling. They discuss the importance of bridging technical and business requirements, balancing the needs of omnichannel delivery with content creators' usability, and why not everything needs heavy modelling. What you will learn: The common challenges faced in creating and implementing a content model How to strike a balance between technical requirements and content creator usability Real-world examples of what to model and what to reference externally The evolving nature of content models and their role in digital transformation.

In this episode, Noz Urbina and Jeff Eaton unravel the intricacies of content management systems, data structures, and the role of AI in today's digital landscape. From the challenges of migrating content to the importance of shared organizational language, this discussion offers valuable insights for content professionals and tech enthusiasts alike. Discover how AI can augment creativity and problem-solving, and gain a deeper understanding of the complexities behind content management. What you will learn: The varying needs of different content management systems and their overlapping domains The critical role of content migration and its challenges in transitioning to a headless CMS Why developing a shared organizational language and content structure is essential The distinction between AI designing content models and recognizing patterns within existing structures The power of AI as a creative tool to augment human creativity and generate novel ideas Realistic expectations for emerging technologies and their iterative development.

In this episode, Noz Urbina sits down with content expert Larry Swanson. Together, they explore the intricate world of content modelling, the rise of headless CMS, and the importance of understanding user needs. Larry shares his journey from the early days of the internet to the current challenges of orchestrating decoupled, multi-channel content. Whether you're a seasoned content strategist or just starting out, this conversation offers invaluable insights into the ever-evolving content industry. What you will learn: The history and evolution of content modelling and its relevance today The challenges and benefits of adopting a headless CMS The importance of understanding user needs and shifting from a publishing mindset to a user-centric approach The role of metadata strategy in organizing and making content navigable.

In this episode, Noz Urbina and Are Halland explore the application of content models in the digital landscape, focusing on practical strategies for flexible, personalized, and omnichannel content solutions. What you will learn: The value and challenges of adopting AI for the pharmaceutical industry The concept and methodology of the core model for content design How to prioritize user needs and business objectives in content creation The impact of content design on user engagement and business outcomes Techniques for channel-agnostic content development and distribution

In this episode, we hear from Alissa Briggs, Design Leader at Autodesk. Alissa takes us on a journey from her startup experience at PlanGrid to joining Autodesk, sharing how collaborative design thinking transformed their approach to product development and customer value. What you will learn: Align marketing and product messaging for a seamless customer experience. Overcome organizational silos to scale your business through effective collaboration. Use design thinking for impactful product transformations. Harness customer-centricity to drive growth and expand business value. Gain insights into Autodesk's shift from point solutions to a holistic ecosystem. Master collaboration and governance for omnichannel customer experience excellence. 

In this episode, we hear from Audrey Hamoy and Jael Schultz from American Express.  Noz engages in an in-depth discussion with Audrey and Jael, content strategy professionals navigating the complex terrain of cross-channel consistency. They unpack the challenges and share the strategies they have employed to create a seamless communication experience across various channels.  They discuss the importance of consistency in communication, documenting processes, collaborative efforts, and how to kickstart your journey to better omnichannel communication. What you will learn: How to master the art of cross-channel communication consistency How to leverage documentation for efficient decision-making How to boost process efficiency through regular collaboration and meetings How to choose accessible documentation tools for enhanced team usage How to embrace the journey, not the destination, in omnichannel communication.

In this episode, we hear from Rahel Anne Bailie, Executive Consultant at ICP. In this podcast, Noz and Rahel delve into the critical role of digital professionals in the quest for carbon neutrality. Greenwashing is out. Net zero is in. Brands are being called upon to show their carbon footprint reduction and report their progress to investors, clients, and the public. With technology usage generating a heavier carbon footprint than the airline industry, brands can no longer claim that "going digital" is helping to save the planet.   As professionals in the digital space, the time has come to contribute to the organisational strategies that include sustainability for content assets. From how we create, produce, and deliver content and how we store and search that content, to how we design the user experiences, can make a contribution to those initiatives.  Presenter Rahel Bailie runs through a baker's dozen ways to look at in the quest to become carbon neutral – for the good of the company as well as the good of the planet.   What you will learn: How to find carbon reduction areas in the content lifecycle Easy ways to gain efficiencies while reducing the carbon footprint Ideas for getting closer to net zero while improving the user experience  

In this episode, we hear from Thomas Molenaar, Head of Marketing at Dechra Pharmaceuticals.  Noz and Thomas discuss Dechra's initial steps to implement and build the necessary infrastructure, processes, and platforms to support their omnichannel aspirations. Join us as we delve into topics such as data integration, process integration, channel strategy, and the human side of this complex operation. This episode serves as a roadmap for those at the beginning stages of their own omnichannel journey, providing a firsthand account of the hurdles and steps involved. 

Our experience is the sum total of all the bits. It's made up of our interactions and touchpoints, but also our  expectations,  feelings, and  our memories.  These things might sound kinda squishy and abstract. But, as Dana will explain, it's these squishy-sounding bits that are key to designing the ‘right' experience for your customers. And it's these bits which we can easily forget, particularly when we are focused on delivering within our specialist areas.  In this two-part episode, we will explore four experience design principles, informed by scientific research, which you can use to rethink your approach and connect the bits together. In part one, we covered two principles: Make it make sense Make it emotional   In this session, part 2, you'll hear the next two principles: Make it memorable (or intentionally forgettable) Make it personal

In this episode, we hear from Dana Rock, Director of Experience at Pickle Jar Communications.  Our experience is the sum total of all the bits. It's made up of our interactions and touchpoints, but also our  expectations,  feelings, and  our memories.  These things might sound kinda squishy and abstract. But, as Dana will explain, it's these squishy-sounding bits that are key to designing the ‘right' experience for your customers. And it's these bits which we can easily forget, particularly when we are focused on delivering within our specialist areas. 

In this episode, we hear from Yanko Ivanov, Enterprise Solution Architect at Enterprise Knowledge.  He and Noz Urbina define and then differentiate between the often and easily confused areas of domain models, content models, ontologies, and knowledge graphs. By zooming out and covering all these terms together, they illuminate how each contributes to different business scenarios by addressing different aspects of structured content and data

In this episode, we hear from Kristina Holvorson, CEO, Brain Traffic. Producer, Confab and Button, and Content Strategist at large. She and Noz Urbina discuss the evolution of content strategy into specialized fields, the importance of recognizing the value of content as a business asset, and the role of asking the right questions upfront to prevent pitfalls in content initiatives. They also touched on the impact of AI and the significance of meeting user experience needs for the success of a business.

In this episode, we hear from Timi Stoop-Alcala, the Principal Content Strategist at IKEA.  She and Noz Urbina discuss what the metaverse is, how it relates to human usability, and how IKEA is focusing on being human-centric in the metaverse. Timi explains what the metaverse means in terms of day-to-day work and how to start getting people curious about it. 

In this episode, we hear from Timi Stoop-Alcala, the Principal Content Strategist at IKEA.  She and Noz Urbina discuss what the metaverse is, how it relates to human usability, and how IKEA is focusing on being human-centric in the metaverse. Timi explains what the metaverse means in terms of day-to-day work and how to start getting people curious about it. 

In this episode, we hear from Mariah Obiedzinski, AVP of Content Services at Stamats.  Mariah Obiedzinski and Noz Urbina discuss current and upcoming trends in the omnichannel space, including crucial methodologies and technologies that drive results. “The ability to listen to what your audiences are doing. What they want from you and what they're asking before they're forced to ask. Being proactive and translating those findings into real applications. Keeping that relevance and your user experience top-notch at every point you can will drive that brand stickiness and loyalty generating even more positive sentiment over time.”  

How can you make omnichannel-ready experience maps, instead of the fluffy abstract journey maps we're used to seeing? In this episode we hear from Yuri Vedenin, founder and CEO of UXPressia. He explores various user experience methods, such as customer journey maps, and how they can be best used to drive meaningful results in teams and products. Together with Noz Urbina, they examine the nuances of effective user experience strategy, methods, and how to garner effective insights from research.  

What is a domain model? What's a content model? How do they relate? In this episode we hear from Carrie Hane co-author of Designing Connected Content: Plan and Model Digital Products for Today and Tomorrow. She and Noz Urbina examine these questions in the context of effective omnichannel strategy, and the present and future of content and user experience design.

In this episode we hear from Preston So, Senior Director of Product Strategy at Oracle. We explore the past, present, and future of immersive experiences, and how they can be used to deliver rich experiences for users.   What are “immersive experiences” in the digital channel space?   “These experiences immerse a customer or user in an environment that presents them with content or user experiences that are not limited to a screen. I realize this is a vague definition, but it's vague on purpose! When it comes to immersive experiences, they run the gambit across a lot of different channels on content or design.”

In this episode, we hear from David Dylan Thomas Founder and CEO of David Dylan Thomas, LLC. He explores his book Design for Cognitive Bias and how people who work in the content and user experience sphere can integrate anti-bias processes in their organizations.   “If you make assumptions, this book is for you.”   And don't we all make assumptions? This book is truly meant for everyone as we all have our cognitive biases, but this book may resonate most with designers, content strategists, and others who build websites, products, and apps for people. This is especially true as the book brings up processes they can use in their work to mitigate design bias.

In this episode we talk with Christoph Trappe, Chief Content Officer at The Authentic Storytelling Project. He explores how livestreaming can be an effective way in forging strong relationships with your audience and how it can be used to help your organization craft omnichannel content.   We went offline for a long time during the pandemic. This episode was pre-recorded in 2021. Forging New Relationships As content marketers, how do we continue to build authenticity and sincerity in our audience relationships? One way to do this is by incorporating livestreaming in your omnichannel strategy. Through livestreaming, you can build audience trust and participation in real time.  Livestreams, Content Creation, and You Livestreamed content can be used to build content among many different channels, and this can start from the beginning of the content creation process. For example, instead of private informational interviews with subject matter experts, why not livestream your discussion for your target audiences? From there, that content can be published as a podcast, turned into articles, email campaigns, and other formats.

In this episode, we hear from Cruce Saunders, the founder, and principal at [A] (simplea.com). We explore the role of content structure to shape omnichannel enterprise publishing, and to support multiple modes of content delivery. Also, we dive deep into the organizational structures that help support teamwork around the intelligent, modular content that is the foundation for next-generation customer experiences.The difference between omnichannel, multichannel, and cross-channelWe begin by defining the aspects of omnichannel, multichannel, and cross-channel content. Hear how they differ and why they shouldn’t hinder workflow.Cruce describes omnichannel as “…a service-oriented approach to publishing in which any future channel may be added without impacting the overall process of creating, managing, and delivering the content.”Too many organizations compound efforts when attempting to scale delivery, but by deploying better practices centered around content intelligence, they reduce ongoing internal effort, and open up content to reach more endpoints.What’s holding organizations back from delivering omnichannel experiences?Delivering omnichannel experiences requires not just structured content, but also a structured and improved content creation process.“Omnichannel content derives from content that is structured. [The content model] structures the authoring process, which then structures the management and delivery process. Today, all of those things are disconnected.”Cruce shares common blockers organizations face and the importance of structured content. Structured content he sees as the key to delivering the next-generation of customer experiences, and calls on practitioners to dive into the change process.“It’s 2020, we need to get over our allergy to these concepts that are foundational and fundamental to the future.”You can listen to this podcast here or Spotify or Apple Podcasts.

In this episode, we talk with Sarah Richards of Content Design London, the founder of what has become an entire movement in the world of content: content design.Like all good movements, and in line with the movement's own philosophy, it is synthesis and clarification of what came before. Content design has aspects you might consider content strategy, UX research, and customer journey mapping, all under a unified umbrella discipline. It is a research-driven approach to passing content requirements, planning, content strategy and copywriting through a design thinking and service design lens. It’s based on a research and human-centric approach which puts user needs at the center of all content decisions. Rather than considering producing a deliverable or format in a channel as a goal – for example, creating a webpage or video – the goal is satisfying the requirements laid out in a user story. In our conversation, we discuss how content design came to be and how Sarah both needed it and used it to reset the conversation with the entire organisation of UK government about what a content professional is and does, and how the inter-team dynamics need to work to make sure that content is meeting the user's real goals.Finally, we discuss the many resources that Sarah publishes where you can learn more. Oh, and Noz gets his first job-title change in over a decade!

In this episode, Programme Director Noz Urbina interviews Mark Grannan, Senior Analyst from Forrester Research. Mark takes us through Forrester’s new term: “Agile CMS” and how it separates content management, planning, and analytics from the channel end-points to enable content-as-a-service for all potential channels at once from a single, central hub. Mark’s contributed to several whitepapers on omnichannel and focuses especially on platform and systems, making him a valuable resource for understanding market trends around content management, planning, measurement, and distribution.

Design thought-leader and lecturer at Rutgers University Chris Avore and globally recognised Content Strategy specialist Matt Grocki discuss what it means to operationalise your omnichannel efforts.In this session, we look at questions like:How do you best research the diverse sets of stakeholders involved in omnichannel? Are brainstorming and workshops still the best way?Does omnichannel strategy implementation need to turn your whole organisation upside down?What role do executives and leadership play in improving omnichannel customer experience?How technical does a content or design practitioner need to be?And, many more.

Enterprise or start-up – brands need to differentiate & engage. Gina Balarin presents a repeatable model for your omnichannel success: Stories as a Service.

Gina Balarin – content marketer by profession, story-teller by passion – helps organisations tell their customer's stories better. Stories inherently transcend channels and departments by addressing to overall brand/customer relationship. And customers can’t tell really good stories if they haven’t good experiences across all stages of the customer lifecycle and across all channels. So, who could be a better interviewee for the Omnichannel Podcast? 

Margot Bloomstein and Noz Urbina explore how building audience relationships based on trust starts from inside the organisation, and how digital transformation doesn't always mean disruption. More on https://OmnichannelX.digital Twitter:@OmniXconf Margot:@mbloomstein

An interview with Ryan Skinner, Senior analyst serving B2C marketing professionals for Forrester, that spans topics from the challenges around organizational silos that most organizations deal with every day to how to prepare for artificial intelligence now to keep ahead of the curve in years to come. Twitter:@OmniXconf

Enjoy our interview with content strategist Marie Girard of IBM Paris! Marie is responsible for a unifying strategy that cuts across: Marketing websites, Social media channels, Online Marketplace, Developer communities and forums, Software as a Service user interfaces with text inside the applications, Documentation and help, Technical support and knowledge bases, and Training material.Twitter:@OmniXconf