“Omnichannel” has been a buzz word in CX circles for a while now. Which makes complete sense. Whereas before you were in control, your customers now want to engage with you on their terms whenever and however they want. And this occurs across every contact point – be this online via your desktop or mobile site, through your mobile app, via live chat, one-to-one at your call center or even face-to-face in one of your physical locations.
If you’re able to excel in meeting this huge challenge head on, then the potential rewards on offer are huge. But you need to tie every part of your omnichannel strategy to your own specific business objectives. Just because something works for another company, it doesn’t mean it’ll also work for you.
http://customerthink.com/omnichannel-experiences-are-critical-but-must-drive-tangible-business-benefits-to-be-successful/
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