Customer contact leaders have emphasized the need for “serving customers on their own terms” and creating “seamless, end-to-end journeys” for over a decade. However, most customer experiences and internal operations remain deeply fragmented.

As customer expectations rise and new channels emerge, the costs of disconnection are increasing. This research-driven study offers insights on building a “next-generation omnichannel customer experience” that reduces friction, boosts productivity, and enhances personalization.

Key topics include:

• Stats on changing customer expectations, including new standards for speed of answer, personalization, and empathy 
• Startling proof that brands are failing to deliver omnichannel experiences – and what this means for the end customer 
• The truth about whether you need to “offer every channel” or just “seamlessly connect the ones you do offer” 
• Transforming agent needs and expectations amid the rise of AI-driven self-service and new digital touch points 
• Top priorities for making omnichannel a reality in 2025 and beyond 
• Recommendations for key omnichannel strategies, including “right-channeling,” intelligent routing, and more