2024 September Market Study: Next-Generation Omnichannel CX

Customer contact leaders have spent more than a decade discussing the importance of “serving customers on their own terms” and connecting all touch points in a “seamless, end-to-end journey.” Despite these calls, most customer experiences – and internal contact center operations, for that matter – remain deeply fragmented.

Indeed, omnichannel is far from a reality in today’s customer contact landscape. And with customer expectations continuing to rise, issues becoming more complex, and new channels emerging, the costs of a disconnected experience will only grow in the months and years ahead.

What can you do about it? How can you build a “next-generation omnichannel customer experience” that enables you to eliminate friction, empower productivity, and demonstrate personalization at every phase of the journey? This research-driven market study has the answers.

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