target audience: TECH SUPPLIER Publication date: Jun 2023 - Document type: Market Note - Doc Document number: # AP50324623
Unifying the Customer Experience: The Power of Omni-Channel Collaboration
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Abstract
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.