9 Omnichannel Challenges To Be Aware Of
- Gather as much information as possible from customers, through analytics, customer surveys or preferably both: many businesses are doing this through a voice of the customer program. The aim is to understand which business processes are working, which are suboptimal and perhaps most importantly, which are most valued by the customer. Omnichannel is a journey, so focusing upon those areas which are most obviously broken will make sense, both from the customer’s perspective and also in proving the concept to stakeholders within the business.
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