Forrester Paper: The Case For Omnichannel Self-Service

How Empowering Customers Across Channels Enables Organizations to Succeed in the Age of the Customer

In the Age of the Customer, customers control the conversation with the companies they choose to do business with. Customers demand guided, personalized, contextual experiences on the channel they prefer.

According to a recent Forrester Consulting study, 77% of customers say that valuing their time is the most important thing a company can do to provide good customer service. Companies that are able to provide exceptional customer service experiences that align with those expectations reap the rewards of customer satisfaction and loyalty.

Download this Forrester Consulting thought leadership paper, commissioned by Genesys, to discover key findings from the study regarding how omnichannel shapes customer experience and increases business success, as well as:

  • The reason omnichannel self-service is so critical in this Age of the Customer
  • How businesses that embrace omnichannel self-service can gain an advantage over their competition
  • How omnichannel companies perform against their business priorities
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