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Unifying the Customer Experience: The Power of Omni-Channel Collaboration

Publisher IDC
Published Jun 07, 2023
Length 5 Pages
SKU # IDC17999882

Description

Unifying the Customer Experience: The Power of Omni-Channel Collaboration


The ever-evolving customer experience (CX) space has brought in changes in modes of communications. Long gone are the days when customers can connect with the brand through phone calls, SMS, and emails only. Customers want two-way engagement at every stage, bringing conversational commerce to the center stage. Customers look for customized and immersive experiences and associate themselves with the brand to foster a relationship-based interaction rather than a transactional one. Omni-channel communication platforms are empowering enterprises to innovate and deliver outcomes in their CX journeys.

Please Note: Extended description available upon request.

Table of Contents

5 Pages
Executive Snapshot
In This Market Note
IDC’s Point of View
Storms of Disruption
Omni-Channel Communication and Conversational Commerce
Applications Using Conversational Commerce
Use Cases
Essential Guidance for Tech Marketing Leaders
Learn More
Related Research
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