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Making Customers Feel Seen in an Omnichannel World

Customers don’t like it when companies can’t remember who they are.

78% of consumers surveyed by Accenture were frustrated by having to repeat the same information to multiple employees of the company or through multiple channels.

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Customers expect companies to give them better service the longer they interact with them, personalizing communications to fit everything they know about the customer.

But when companies don’t leverage data between channels, they look forgetful, incompetent, or callous to their customers.

In this e-book, we will review:

  • What omnichannel means in today's digital landscape.
  • What can go wrong in an omnichannel customer experience.
  • How to humanize the omnichannel experience and personalize interactions with every customer.