[Replay] Know your customer: the benefits of omnichannel

Trusted data holds the key to personalized marketing and more relevant customer conversations across store, online, chatbot and contact center channels.

Explore how market-leading retailers IKEA and Carrefour are using targeted marketing and next-generation, AI-enabled and data-driven collaborative contact centers to boost customer satisfaction and drive revenue growth.


Know your customer: the benefits of omnichannel



  • Vannina Kellershohn – SVP, Enriched Interaction & Collaboration, Orange Business
  • Sergey Ionin – Country Digital Manager, IKEA Russia
  • Valeriy Dmitriev – Project Leader, CSC, IKEA Russia
  • Elena Enikeeva - Business Service Manager, CSC, IKEA Russia
  • Gilles Talbot – Genesys Strategic Business Consulting Director
  • Ada Sekirin – Orange Business/Business and Decision, CEO Europe
  • Gregory Pierquin – Carrefour, IT Director, Data, CRM & Loyalty Platforms

Intended audience

Head of Customer Service Operations, CEO, CDO, Contact Center Managers / Directors, COO, CX Managers, Head of Marketing, CTO