In the near future, providing an omnichannel customer experience will be an established consumer expectation. Companies that don’t make the transition may be left behind as this type of personalized, efficient and consistent customer service becomes increasingly prioritized, even overshadowing the product itself in many instances. While making the jump to omnichannel can initially seem daunting, a comprehensive strategy, well-planned approach and in many cases, a dedicated partner can support a thoughtful and successful implementation. Everest Group, in partnership with TELUS International, recently released part two of a study on omnichannel customer experience that provides detailed steps and checklists to help companies execute an omnichannel strategy and identify and assess post-implementation effectiveness.
