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In today's challenging and competitive environment organisations should be striving to embrace the migration towards Omni-channel customer interactions, with the aim of creating a seamless customer experience, irrespective of channel or device. Achieving this transition however, brings with it, some complex challenges in the areas of integration, training, decisioning and reporting, and understanding the systems, information and processes required to bring it all together in real-time is essential to make these optimised customer experiences a reality.
Today experience is stronger than brand, and trust comes before loyalty.
Critically, now more than ever, the organisation needs to have the right information, for the right customer, at the right place, at the right time.