Omnichannel Transformation


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People Walking on City Sidewalk

Multichannel Engagement In The Experience Economy

14-Oct-2019 | Ruth Whalen and Alessandro Musella

Automated failover is a valuable way to reach customers quickly with important information, but it must be used in the right way and at the right time.

Small group of business colleagues and customers standing in colonnade, holding paper cups, talking, side view

Professional Services Firms Learn To “Listen” To Clients And Employees To Drive Success

10-Oct-2019 | Michael Liss

Companies can differentiate themselves by acquiring, analyzing, and sharing the right data about clients to deliver a high-value, personalized experience.

man checks his mobile phone at home in his living room

What Is Channel Fragmentation And How Does It Impact CX?

8-Oct-2019 | Kris Hayes and Meenal Prasad

It’s no longer just a case of finding the best channel for your brand – but the one that’s best for the individual customer at the moment they want to connect.

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