Are your customers lost in the multichannel maze?


Multichannel and omnichannel have become the latest industry buzzwords. As we approach the annual Customer Experience Expo show it can seem as if every vendor is encouraging you to jump on the bandwagon. But it’s worth stopping to think about what you want to achieve with your multichannel strategy are doing it and crucially, how you will know when you’re getting it right.

It seems like common sense that offering customers a choice of communications channels is a good thing, but when it comes to multichannel customer contact, the old adage still applies – If you can’t measure it, then you can’t manage it.

So, we have come up with a simple interactive benchmark that allows you to pinpoint how your multichannel strategy is working. It has the added benefit of giving you an instant score.

Whether you have a comprehensive multichannel strategy or feel lost in the multichannel maze, our survey can help you to understand what drives the multichannel customer care strategy and how you can better track customer experience.

And not only that. If you fill in our interactive quiz, you will receive a free copy of the

report we’ll be creating using our benchmarking index with lots of best practice advice on the steps that you can take to ensure that insight is captured and your customers are happy.

To play your part in benchmarking today’s multichannel contact centre strategy and for a chance to win £250 of M&S vouchers please fill in this short survey

We’ll be at Customer Experience Expo in London’s Olympia on 1st and 2nd October. If you’re going to show pop along and see on the stand, where you can complete the survey in person and speak to our experts about making multichannel work for you.

By Lucy Phillips

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