This IDC Perspective discusses the requirement for and current state of providing omni-channel access to customers and the process of planning that strategy. Using survey data, readers will gain an understanding of the channels currently in deployment and the degree to which consumers are using that channel in their interactions. Finally, a model for considering which channels of access and the benefits to an organization is provided to aid strategic planning.
"Loosely integrated channels of service without cross context knowledge or sense of customer history will not be tolerated by consumers in the near future," said Mary Wardley, IDC program vice president, Customer Care and CRM. "Organizations need to take advantage of the current digital transformation cycle with a focus on customer experience to implement the foundation for current and future state omni-experience."