All customers, all channels – providing choice for consumers in a digital age.
3 February 2020
Excellence in service is about communicating with customers using their preferred channel - not yours. Denise Chevin looks at best practice in perfecting the omni-channel experience.
Report highlights include:
- Insights into the real challenges and successes of sector customer experience leaders
- Thought leadership from Content Guru – a Gartner magic quadrant leader for contact center as a service
- Insights into efficiency opportunities for onmi-channel utilities
- Opinion on the importance of key channels for overall customer satisfaction
- In depth case studies from Octopus Energy, UK Power Networks and Severn Trent on how they have developed omni-channel enagment strategies and 24/7 response mechanisms