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.