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Providing omnichannel customer experience will be key by 2020: report

Adrian M. Reodique | Aug. 25, 2016
More than 60 percent of customers in Asia Pacific continually change the way they contact a company, according to the study.

"Organisations that aim to offer a consistent experience across multiple channels capturing interactions across each touch-point and making the conversation with the customer contextual will hold a significant advantage. The power of understanding and moving toward an Omni-channel customer journey combines everything we know about a customer's past, current and subsequent interactions from all touch-points into actionable information for the enterprise," said Vineeth Nayak, Founder and Managing Director of Tetherfi.  

 

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