The definitive analyst guide looks at the current reality of digital channels, customer channel preference vs usage, and the steps to move to an omnichannel environment. Includes: volume, growth, and cost of digital channels compared to voice; email, web chat, SMS, social media, self-service, and messaging.
Find the answers to:
- How to measure the ROI of omnichannel? Are there any quick wins to show to senior management?
- Is there anything that successful implementations have in common? Any pitfalls to avoid?
- How do you believe customers will be communicating with businesses in 5 years’ time?