Customers expect a channel-rich environment to be available to them and companies that provide the right channels in the right way are rewarded.
However, companies cannot rely on merely having a multichannel strategy. Customers expect a consistent experience wherever they engage as they tend not to segment their journey according to the channels they choose.
CX Network gathers insights from 140 professionals to find out the top hurdles to providing a seamless omnichannel customer experience and understand why organisations with CX leadership driving a customer-centric environment are the most successful.
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