Creating an Omnichannel Customer Engagement Strategy

Creating an Omnichannel Customer Engagement Strategy

For years, consumers have engaged with organizations in a linear manner, trying one channel at a time as they worked to resolve an issue or gather information. Increasingly, customers are using multiple channels simultaneously—browsing the Web as they talk on the phone, cruising the store aisles as they use mobile devices to compare prices online, and so on.

Empowered by technology, these omnichannel customers are quickly becoming the norm. But is your organization prepared to engage them? Can you deliver omnichannel customer service? Are you able to collect, analyze, and act on the large amounts of customer interaction data— structured and unstructured—across all your communication channels?


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