Gartner Report

2017 Gartner Report Tackle Technological, Organizational and People Barriers to Achieve Unified Omnichannel Customer Engagement

Learn How to Address Challenges of Transitioning to a Unified Omnichannel Engagement Strategy

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.

Get the Gartner Report