Omni-Channel

An omni-channel customer strategy is made up of two basic parts: the first is facilitating customer behaviour, and the second is shaping it. Organisations that have taken the first omni-channel step will, at the very least, be able to recognise the customer across each of those channels and acknowledge previous interactions with a view to facilitating the ideal journey.

When it comes to the second move in the omni-channel approach, it is time to use the power of analytics. You can see where customers hit road blocks, giving you the opportunity to remove them, or identify opportunities to streamline the journey for both customer convenience and your own economy.