This week we have an incredible business leader, Graham Johnston, the Head of Omnichannel at Three, the British telecoms and internet service provider with over 10 million customers.

Graham’s an omnichannel expert, so we talk about what that is and the common challenges to a true omnichannel customer experience. We dig into some of the projects Graham has led at Three, Three Store Now (customer support calls being directed to in-store employees on a video chat) and Three Live (the launch of a live stream unboxing and events channel that pivoted over the pandemic to one-to-many customer support sessions.)

My favourite part was hearing about how Three approaches customer feedback in an omnichannel way and what the future is for uncovering customer insights from multiple channels.

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