The Inner Circle Guide to Omnichannel: The End of the Omnichannel Era
Cloud and Contact-Center-as-a-Service (CCaaS) incumbents beat the drum about AI, omnichannel, and personalized CX. So why are our brand experiences still so fragmented, unintelligent, and robotic?
Omnichannel is an outdated strategy in today’s smartphone era. In fact, a 2019 Forbes article states “… the talk about different channels is not particularly helpful. The customer is the channel.”
ContactBabel’s Inner Circle Guide to Omnichannel explores the challenges and opportunities of offering more interaction channels while maintaining the human connection. See compelling industry statistics and feedback from current cloud contact center providers, along with what modern tech-forward brands require for delivering predictive, contextual and conversational CX.
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