In this webinar Lee Mostari of Ember and Dan Somers of Warwick Analytics explained how you can analyse your customer interactions across all customer touch-points, and use this insight to define and optimise your channel strategy. We also discussed the benefits of undertaking this piece of work with operational efficiencies and customer experience as two of the key drivers for building an omni-channel operating model.
Recent years have seen a proliferation of channels for customer interactions – and most organisations have focused simply on keeping up with the latest addition. But the more channels you have, the more challenging it is to maintain a coherent customer experience across all of them and to understand how each can best be applied to enrich that experience.
This webinar can help bridge that gap. It focuses on how you can define, and refine, your channel strategy.
- Identify which channels your customers are best suited to – and which work best for specific types of interaction.
- Understand the causes of channel failure and what drives customers to switch.
- Reduce customer effort by delivering service in the customer’s preferred channel first-time.