A Guide to Understanding the Omnichannel CX

The term omnichannel experience refers to a multichannel approach to marketing, selling, and serving customers across multiple devices and touchpoints. It’s not a new concept, but it’s one most brand haven’t yet mastered. As consumers demand more personalized, streamlined experiences, it has become a competitive differentiator. The push to understand customer conversations across every channel isn’t confined to specific industries. It emerges from the evolution of customer preferences and behaviors. For organizations looking to create omnichannel experiences that meet the high expectations of today’s digital consumers, here are three best practices:
Meet customers where they are and anticipate changes
Eliminate data and channel silos
Correlate analytics to make better business decisions
Full Article: https://www.nojitter.com/contact-center-customer-experience/guide-understanding-omnichannel-cx
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