But they don’t think in terms of channels – they just want a great experience whenever and however they contact you. And they expect you to remember their previous interactions with you so they don’t have to repeat or re-explain things.
To deliver the joined-up experience customers want may feel like a significant challenge. You may be using popular, newer channels such as chat, but might have deployed them separately from your existing voice solutions, with little if any integration. This could be impacting your service and leaving your customers dissatisfied.