An Introduction to Customer Journey Mapping for Omnichannel Customer Engagement

Many companies today acknowledge that the customer experience is the business differentiator in their industry. As a result, contact center directors are focused on improving the customer experience by adopting omnichannel and increasing digital self-service options. At the same time, however, the customer service landscape is growing increasingly complex, making it difficult to achieve these... Read More

Omnichannel: Balancing Cost and Control

Two of the most critical issues companies deal with when deciding on the right omnichannel solution are what it costs and how it’s controlled. The cost of installing and maintaining a sophisticated omnichannel operation is as low as it’s ever been, for three reasons: The cost of all the pieces of compute-network-store infrastructure becomes cheaper... Read More

Omnichannel KPIs – A New Focus

As contact centers evolve into omnichannel centers, they’ll need to establish and track new KPIs that accurately measure value and success. That means taking new approaches and establishing new metrics that map to omnichannel strategies and goals. Here are a few examples of each. New Approaches Qualitative as Well as Quantitative We’ve been primarily focused... Read More

Omnichannel in Action

The other day my errands turned into one omnichannel adventure after another. My experience offers three examples of how companies in three different industries improved my customer experience with their omnichannel solutions. Pick Up Prescriptions My first stop was my pharmacy. The pharmacy sent me a text telling me that a prescription had been automatically... Read More

Omnichannel Villains

There is a widely believed superstition that an omnichannel investment is expensive, complex and disruptive. Central to this myth are twin villains: the first is Rip and the second, Replace. Their shared mission: drive up omnichannel costs to the point where it’s an unjustifiable investment, with slow payback and weak ROI. Rip and Replace is... Read More