For this executive report, Call Center IQ conducted their research with an audience of customer service, customer experience, and contact center professionals. Respondents represented buy-side organizations, vendor organizations, and independent consultancies. A panel of 7 channel technology professionals, including InMoment President Lonnie Mayne, were also called upon to contribute insights from their experience with the omnichannel customer experience.
Topics Covered in this Report
• Channel engagement strategy for a seamless experience
• Aligning abilities with customer expectations
• Defining omnichannel vs multichannel
• Channels named for prioritizing and implementing
• Making the most of every channel