No matter how well you perform in a single channel, your customers will quickly lose patience if they cannot move smoothly across channels. Particularly for businesses with complex business processes and those that want to differentiate based on high-touch customer service, closing the omni-channel customer experience gap is essential to improving the overall customer experience. This PDF describes the business imperative for closing that gap.
Pages: 12
File Size: 758.38 KB
Year Published: 2013
Author(s): IBM