Why digital self-service without true omnichannel strategies risks the entire customer experience
It’s clear that digital self-service is key to continued success, but simply having a strategy isn’t enough. When establishing new channels, companies must create a quality experience. Are they prepared to deliver the seamless experience customers expect?
More than 1,000 marketing and customer experience leaders in the U.S. and U.K. were surveyed to determine if internal processes enable companies to deliver the experience promised to customers. This report from customer engagement and analytics software provider Calabrio reveals key findings and missed opportunities in digital customer communication strategies.