Why omnichannel is no longer a ‘nice to have’

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Consumers are tech-savvy and expect organisations to be. But many companies are still struggling to keep up with the multiple ways customers like to contact and are providing a fragmented experience as a result. Most brands still have a long way to go to be able to provide a fully integrated customer journey. An omnichannel approach can help to understand each customer’s sentiment, goals, and history to create a seamless experience and deliver fast and effective resolutions. Discover more about how to provide an outstanding and personal journey across all channels.

Watch our webinar, Cloudy with a Chance of AI, on the 24th March to find out how consumers and agents have coped during the pandemic, and what this means for the future of the contact centre.

Karine Palacios

BT Ireland Blog