1 minute read
By Nancy Porte
Posted in Customer Engagement
Are you focusing on the outcome or the channel?
Today's successful companies offer customers a range of channels through which they can interact. And that's a good thing. However, as most of us know by now, adding new channels is only the beginning.
For many companies, adding channels means adding silos to an already siloed organization. This lack of coordination across those channels can defeat the purpose and produce frustrated customers--who have plenty of other concerns besides the fact that your call center and web experience team operate separately from one another.
In my latest blog for Customer Think, I describe three tips to meeting evolving CX challenges of omnichannel communication to keep your business and your customers in harmony.
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