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Close the Omni-Channel Customer Experience Gap

Differentiating your customer service with online visibility and context

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.

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Document Details

Pages: 12

File Size: 758.38 KB

Year Published: 2013

Author(s): IBM


Imagine that you are a travel insurance provider. A would-be traveler is on your website trying to purchase a policy for her upcoming vacation. She enters the site through a link from one of your airline partners and completes your online quote form. Upon evaluating her policy options, she calls your contact center with questions about the fine print. However, your contact center has no visibility into the online customer experience. Your potential customer must repeat all of the information she entered online and then gets a higher-price quote than what she had seen on your site.