How to Create a Consistent Omni-Channel Customer Experience

There has been much talk in CX about creating an 'omni-channel' experience for customers, but how do you create one within your company?Most traditional businesses will have gone down the multi-channel route; offering customers the option between various contact points, for example a face-to-face interaction in a brick-and-mortar store and online engagement through social media channels. While it is important to offer a multitude of contact points, just establishing these channels without havin...
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