Omnichannel
Despite the apparent benefits, cases of successful omnichannel adoption are rare, which is forcing many CX professionals to consider the possibility that the omnichannel approach may be dead.
However, there are still many CX professionals who advocate the application of an omnichannel model, as long as it is implemented correctly. With the impact of Covid-19 enhancing the needs and concerns of customers across the globe, the idea of a model that can alleviate customer concerns and frustrations is a desirable one.
To find out if an omnichannel approach is still viable and to discover best practices and common challenges for the methodology, CX Network speaks with CX professionals from the likes of Coca-Cola, Microsoft and Showpo.
Drawing on insights from these professionals, this eBook analyzes the efficacy and benefits of an omnichannel approach, providing advice on its implementation and management, particularly in light of current events.
Download this eBook to access industry leading insights on:
- How one eCommerce firm managed to increase its customer satisfaction score (CSAT) to 91 per cent
- How Microsoft improved agent performance through channel integration
- Common challenges of an omnichannel approach and how to overcome them
- How Coca-Cola is deploying omnichannel frameworks to provide personalized experience
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