richard snow white paperRichard Snow, VP & Research Director of the Ventana Research's Customer and Contact Center Research practice, discusses the need to deliver a consistent, continuous and contextual customer experience both within and across multiple communication channels.

Key Discussion Points:
  • Omnichannel customer engagement overview
  • What consumer trends drive omnichannel engagement?
  • How to implement an omnichannel journey that is customer centric focused?
  • How to build a business case for omnichannel customer engagement?