Mihkel Riis

Head of Conversational Technologies & Platforms Telia

Workshop & Hackathon Day - Monday, 5th October 2026 [CET]

9:30 Workshop C: Fixing the Hidden Breakdowns in Your Omnichannel Customer Journey

Even the best-designed omnichannel strategies can fail in execution. This workshop works through real-world examples to identify where breakdowns occur across ownership, data, and customer journey handoffs. Through practical exercises and group discussion, apply proven frameworks to diagnose common challenges and develop actionable strategies for creating more connected, consistent customer experiences across every channel.

Learning Objectives

Diagnose the root causes of omnichannel failures across ownership, data, and customer journeys
Apply practical frameworks to identify gaps and prioritise improvements
Develop an action plan to create more connected and consistent customer experiences

Key Takeaways

A structured approach for identifying and assessing omnichannel failure points
Practical techniques to improve ownership, data consistency, and cross-channel handoffs
A set of actionable next steps to strengthen your own omnichannel strategy and execution

Check out the incredible speaker line-up to see who will be joining Mihkel.

Download The Latest Agenda

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QUESTIONS?

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