TECH BUYER Jun 2018 - IDC Perspective - Doc # US40159216

Customer Experience Strategies: Designing an Omni-Channel Experience


Mary Wardley
Table of Contents

Executive Snapshot

Figure: Executive Snapshot: Navigating the Omni-Channel Dilemma for Consistent Customer Handling

Situation Overview

Who Is Using What?

Figure: Inbound Contract Channels Used for Support

Figure: Channels Supported and Penetration Within Channel

Where Are We Going and How Do We Get There?

From the Organization's Perspective

Figure: Channel Proliferation

From the Customer's Perspective

AI as a Channel

Taking It All the Way Home

Advice for the Technology Buyer

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Related Research



Related Links