Implementing Omnichannel Strategies for Global Customer Engagement: A Project and Change Management Approach |
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| © 2024 by IJCTT Journal | ||
| Volume-72 Issue-4 |
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| Year of Publication : 2024 | ||
| Authors : Parul Batra, Chhaya Kewalramani | ||
| DOI : 10.14445/22312803/IJCTT-V72I4P108 | ||
How to Cite?
Parul Batra, Chhaya Kewalramani, "Implementing Omnichannel Strategies for Global Customer Engagement: A Project and Change Management Approach," International Journal of Computer Trends and Technology, vol. 72, no. 4, pp. 63-70, 2024. Crossref, https://doi.org/10.14445/22312803/IJCTT-V72I4P108
Abstract
The purpose of this paper is to analyze the implementation of omnichannel strategies that can engage a global customer base with a project and change management-oriented lens. With the ever-escalating consumer expectations of their journey across the web, mobility, social media, and the real world, enterprises are increasingly finding it truly daunting to figure out a way to integrate omnichannel strategies at a global level. This analysis provides beneath-the-surface insights and best practices that can help an organization navigate the challenges of such implementations. Reiterating the management challenges of projects, change efforts, and real-world cases, the paper underlines the need for structured and repetitious project-management methods while emphasizing the strategic nature of change-management efforts needed to realign the culture and practices of the organization with the omnichannel vision involving three case studies that demonstrate the international adoption of agile strategies and the role of stakeholders, knowledge transfer and learning in achieving success.
Keywords
Project Management, Change Management Strategy, Customer Experience and Engagement, Omnichannel Strategies, Stakeholder Management, Agile Methodology, Adoption Management.
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