Many customers expect brands to provide a channel-rich environment.
Users that communicate with companies in this manner are found to be of high-value with omnichannel customers thought to have 30 per cent more lifetime value than single channel customers.
The reality is however that many businesses are scrambling to provide these environments, and are failing. In the Global State of Customer Experience 2019 report, CX Network surveyed 220 CX practitioners on their current stage of channel integration and only 7 per cent could say they provide an omnichannel model.
As a result customers suffer through fragmented conversations that are riddled with disconnections.
This omnichannel masterclass will empower viewers to create customer journeys and interactions that can flow across a range of contact channels.