Master of Your Domain: The Omnichannel Approach to Customer Experience Management
“Omnichannel” is a buzzword that’s emerged in recent years to replace “multi-channel” as a way of describing how customers interact with a business. While multi-channel indicated that there are a number of distinct touchpoints, both physical and digital, that matter to a customer’s experience, omnichannel goes a step further to reflect that customers are using […]
