96% of organizations believe "omni-channel" is the correct approach to customer engagement, but many of those businesses find themselves grappling with less aspirational requirements of "multi-channel."
Still working to introduce a substantive myriad of web- and mobile-driven channels, let alone with any sort of robustness, they are struggling to catch up to an idea that is already dramatically behind the times.
Today's businesses do not simply need to offer comprehensive, customer-centric levels of engagement in numerous channels. They need to do so in a manner that creates a unified, consistent, seamless experience for customers who define their preferences and engagementefforts not necessarily by channel but by objective.
The 2014 Executive Report on the Omni-Channel Customer Experience has the answers.
This report, which draws upon insights from Call Center IQ’s annual study and expertise from seven experts with diverse backgrounds and varying ideologies, uncovers a course of action that will allow businesses to not only patch the holes in their multi-channel template but redraw the lines of their business to meet the demands of the omni-channel marketplace – and the omni-channel customer. Download the free report below!
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