Closing the customer communication gap

Posted: February 11, 2020

With all the investments in omnichannel efficiency, why are communications systems so neglected?

Retailers seem to be doing their utmost to break down the silos impeding seamless, personalized shopping experiences across mobile, social, store and web. And yet many have overlooked one key component of omnichannel strategy: communications — old phone systems degrade the brand experience with cumbersome, slow response times. Many retailers still use outdated contact center solutions that fail to seamlessly move customer service encounters across channels.

In this white paper, the authors surveyed a cross-section of retailers on the current state of their customer experience initiatives and their approach to communications. Download now to learn where retailers need to most urgently improve their communications across the customer journey.

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