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Demystifying Omnichannel Customer Engagement

Demystifying Omnichannel Customer Engagement

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Richard 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?

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