Understanding multi-channel experiences
Technologists frame the challenge as a move from multi-channel to cross-channel. Those in retail talk about omni-channel competency. Meanwhile the customer experience professions discuss mapping the customer journey whilst service organisations ponder the value of ‘customer effort’.
The truth is this is all based on a change in customer behaviour, the shift to digital. This has given rise to a game changing leap in terms of expectations from customers around convenience, choice, reliability and speed.
Download this whitepaper to find out:
- How to give your customers choice and consistency
- Why a universal or unified queue could make the difference for you and your business
- Which channels are most used by your customers and how to accommodate
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