How can we best appeal to the new generation of “digital natives”? By focusing on the provision of omnichannel solutions, of course! To meet rising customer expectations, offering multiple, seamlessly integrated communication channels is paramount. Cloud-based omnichannel solutions are an exciting step forward to tailoring the customer journey to support the needs and wants of the modern consumer. Through cloud technology, all of these benefits can be integrated to improve not just your CX but your employee experience and brand reputation.
Read the full article on Engage Customer where Craig takes us through the clear benefits of omnichannel, for both CX and EX, as well as how to implement an omnichannel solution.
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.
