A new evolution is underway. In today’s marketplace, omnichannel involves not only connecting all touchpoints but using this integrated framework to deliver highly personalized and proactive journeys that get progressively more relevant – and more valuable – over time. Leading companies will ensure that journeys get progressively better as brands assess consumer behavior, analyze customer preferences, and anticipate short- and long-term needs.
Unfortunately, for a contact center community that has routinely struggled to even connect its channels and departments, this iteration of omnichannel may seem quite daunting.
How can you overcome the most pressing challenges to make personalized omnichannel engagement a reality? This special report has the answers. Topics include:
- The state of omnichannel in 2023
- 4 challenges that prevent brands from delivering omnichannel CX and EX
- 3 reasons why ineffective digital engagement is hurting the customer journey
- Keys to making omnichannel more seamless and personalized
- Tips for using AI to enhance your omnichannel experience
- Case study insights from major brands that are excelling at omnichannel