The customer does not experience channels. They experience a brand, and every time a store associate cannot see an online order, a digital experience does not reflect in-store availability, or a service interaction starts from scratch, the brand pays for it. This session brings together senior leaders who have done the hard organizational and operational work of actually connecting these pieces to share what it took, what broke first, and what a genuinely connected journey looks like in practice. Attendees will walk away from the session having heard about:  

• Aligning store, digital, and service teams around shared customer metrics rather than siloed channel performance 
• Identifying the inventory, data, and technology gaps that create the most visible friction in the customer experience 
• Building organizational structures and incentives that stop stores and digital from optimizing against each other 
• Measuring journey continuity in terms customers would recognize rather than internal channel definitions