The document discusses the importance of providing an omni-channel customer experience. It notes that today's customers are social, connected, and informed, and their digital journey and experience impacts companies' bottom lines. To succeed, companies must provide seamless, personalized experiences across all channels to meet customers' increasing demands for convenience and ease of use. The document also cautions companies on the risks of a disjointed digital experience through a case study and provides examples of companies that are excelling at customer experience.