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Is Omni-channel the Unicorn of CX?

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FIND OUT WHAT IT TAKES

Delivering omni-channel experiences has been a hot topic in the CX industry for a number of years. The reason that we keep talking about it is that very few have actually achieved omni-channel delivery. Another important reason that we continue to talk about omni-channel experiences is because it’s what customers expect. They want the organizations that they choose to know them as a customer, including product and channel usage and preferences. Is the reason that we keep talking about (and striving for) omni-channel experiences because they are not obtainable? Is an omni-channel approach the unicorn of modern customer experience?

In this article, we discuss what is needed to deliver on an omni-channel experience and the barriers that keep companies from delivering on
this objective.

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MaritzCX is the world’s only full-service customer experience company that combines technology, data, and research expertise to make sure the right people in your organization can understand and respond to every customer experience in real time.

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