Market Study: Next-Generation Omnichannel CX
What will it take to deliver an effective next-generation omnichannel experience? What factors are standing in the way of success? What considerations will help brands unlock the full potential of an omnichannel framework?
The Next-Generation Omnichannel CX Market Study reveals that many brands plan to invest in better analytics solutions, leverage AI across different channels, rethink authentication, and harness the power of cloud contact center solutions to meet the needs of next-generation customers.
Other Key Findings:
- Rising Expectations: Customers demand personalized, speedy service across all channels.
- Connected Touchpoints: Prioritize connecting touchpoints over simply being available everywhere.
- Empowerment is Key: Offer transparency and give customers control over their channel journey.
- Humanize Digital: Infuse empathy and personalization into digital interactions.
- Agents Remain Essential: Empower agents to deliver exceptional experiences across all channels.
- Omnichannel is not yet a Reality: The majority of businesses reveal that their experiences still impose inconsistencies, repetitive questions, and channel support limitations.
Download the Market Study to learn more.