From Multichannel to Omnichannel CX – readiness checklist

Despite many years of effort, it’s still a challenge for most organizations to achieve a true omnichannel customer experience (CX).  Everest Group, in partnership with TELUS International, has released a checklist to help organizations assess their readiness to make the jump from multichannel to omnichannel CX.



This assessment tool covers:

  • A comparision of the multichannel vs. omnichannel contact center
  • What an omnichannel strategy looks like
  • Assessing human capital readiness – checklist
  • Assessing technology readiness – checklist


Free readiness checklist:

From the report

Where multichannel contact centers take a more company-focused, inside-out approach, omnichannel contact centers strive for an outside-in approach, with a focus on customer requirements.