How B2B Businesses Can Get Omnichannel Sales Right​
Many B2B players struggle with the implementation of omnichannel interactions because they treat channels as silos (“multichannel”), rather than as a set of interconnected tools a customer may want to use at different stages of a decision journey, or at different points in the relationship with a supplier (“omnichannel”). To enable seamless end-to-end omnichannel journeys, B2B players must create a comprehensive view of each customer and deliver consistent messages across channels.​
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https://hbr.org/2022/01/how-b2b-businesses-can-get-omnichannel-sales-right
Customer experience in tourism: A review of definitions, components, and measurements​
This study critically analyzes empirical and conceptual literature on experience, provides a holistic definition of experience, proposes an experience model with four main components (emotional, cognitive, sensorial, and conative), and suggests using a combination of several measures to capture the totality of tourism experience at pre-visit, onsite, and post-visit stages.​
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https://www.sciencedirect.com/science/article/abs/pii/S2211973620300611
