2017 Gartner Report

Alternative Channels for Engaging Customers of the Future 

Gartner Alternative Channels for Engaging Customers of the Future

With today’s enterprises rapidly adding new communication channels, customer engagement has become multi-faceted and more challenging to get right. It’s not enough to deliver a multichannel or cross-channel customer experience. A unified omnichannel customer engagement strategy is necessary to provide customers with seamless journeys across every channel.

Through 2020, more than 25% of enterprises seeking to achieve unified omnichannel customer engagement will encounter irreconcilable people, political or organizational issues. While most enterprises are working towards achieving a unified omnichannel customer engagement strategy, there are significant hurdles to overcome. Yet, moving from a disconnected customer experience to one that that is truly unified is an important step to maintain a competitive edge.

Read this report to learn:

  • Impacts and recommendations for implementing a unified omnichannel customer engagement strategy
  • The 4 architectural ways to bridge silos of customer engagement
  • How to effectively use communication, collaboration, influencing and governance techniques to overcome barriers and deliver a true omnichannel customer experience.
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