Brick & Mortar Digitization, For One Purpose There are many ways to describe the functions of Q-nomy Q-Flow®, but in essence, what this unique piece of software does is digitize brick-and-mortar stores and physical service locations. What this means is that Q-Flow provides digital data that describes the physical entities that live in the retail and service space, their planned activities, their actual behavior and their interactions. Why is it critical to the business to implement what is obviously a complex and sophisticated piece of software that encompasses so many business processes and affects so many users both internally and externally (customers)? In this recent article published by McKinsey & Company, numerous examples are provided that illustrate the importance of intelligently integrated omnichannel customer journeys. These examples demonstrate that a successful journey must be much more than a series of satisfying interactions at isolated touch points if the journey is to positively influence the customer experience and create value for the business. Clearly, as long as all touchpoints are digital, it’s all good. Many proven methodologies and tools enable companies to analyze, streamline, connect and improve their digital channels and communications with their customers. The only problem is with physical touchpoints … those seem to be the black sheep of the multichannel customer experience.This is why brick-and-mortar digitization is such an important business goal, and this is precisely where Q-Flow holds the key to seamlessly integrating all channels, digital and physical, enabling companies to produce those seamless omnichannel journeys that customers crave. By digitizing the organization’s brick-and-mortar touchpoints, Q-Flow enables the organization to manipulate its physical entities using the same technologies as digital ones. Physical traffic can be analyzed just like website traffic; In-store customer flow can be handled exactly like call center telephony; Customer experiences become fully controllable and personalized in the retail space, just like in e-commerce channels; Et cetera. Most importantly, Q-Flow enables unified management of physical and digital channels, which in turn allows the business to create truly omni-directional experiences.
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