Most companies today support multi-channel customer service but are unable to deliver an omnichannel customer experience. While they support many channels such as voice, email, mobile, social and chat, they do not have visibility into the customer journey and cannot deliver a personalized, context appropriate experience for each customer.
Leading enterprise companies are embracing omnichannel customer experience to differentiate their brand from competitors. They are building the next generation customer engagement ecosystem that includes the contact center, website, mobile apps and social networks. In other words an Omnichannel Engagement Center Solution.
Hear guest speakers from Forrester Research as they explain the Total Economic Impact (TEI) framework. You will also learn:
Vice President and Principal Analyst
Total Economic Impact Practice
Director of Product Marketing