What's Inside
The best brands empower customers to solve problems on their own terms, in their preferred channels, without support from a live agent.
But what can businesses do for certain customers who either require their issues to be escalated or simply prefer that extra help? If channel-switching and escalation become necessary, it's critical customers are able to seamlessly move to a new touch point without having to repeat information or deal with other inconveniences.
What does it take to simultaneously generate consistent CX quality within and across all channels? What does it take to make sure every touch point is a pathway to customer centricity? This report has the answers. Topics include:
Common misconceptions about the idea of a "seamless" omnichannel experience
The reality of customers' preference for self-service
Four reasons today's digital experiences are frustrating customers
Four ways to redesign customer journeys and deliver a consistently stellar experience in all channels, at all times