Omnichannel customer experience
The need for omnichannel has never been more apparent. Whether you are a retailer, an insurer or a local authority, the ability to connect with customers seamlessly across multiple channels has enabled organisations to keep going throughout the uncertainty of the pandemic.
Organisations have had to pivot quickly to adapt to changing regulations and with that there has been a corresponding shift in customer interactions. In fact, research from McKinsey suggests the vast majority of consumers who have increased their use of digital and omnichannel services expect to sustain these activities into the future.
Even pre-pandemic, this was a trend on the up. Customers like the flexibility of looking at a product in a shop, then searching for reviews online, and then looking for the best place to buy it. In such a highly competitive market, one way to differentiate amongst the competition is to offer a more personalised service.
For more information, please contact us.
Read the full article on MyCustomer.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
