Technology has massively changed the way customers have communicated with organizations over the last 20 years. Today, customers do not just use telephones for interaction; they also make themselves heard through many digital channels. The ever-accelerating pace of technological change and innovation in this space continues to drive customer expectations for compelling and seamless experiences.
According to IDC, organizations have 6 initiatives to provide a differentiated experience that will move beyond personalization to enable a true understanding of each customer.
Read this report, written by IDC, to learn about these initiatives to boost Omni-Channel Customer Experience with Digital Channel Integration.