Richard Snow, VP & Research Director of the Ventana Research’s Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.
Key Discussion Points:
- Omnichannel customer engagement overview
- What consumer trends drive omnichannel engagement?
- How to implement an omnichannel journey that is customer centric focused?
- How to build a business case for omnichannel customer engagement?