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.

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A headshot of Craig Farley

Craig Farley
Head of Consulting


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Articles | Contact Centres | CX | Omnichannel