By: Omar Abdul-Hafiz
This is a situation nearly all of us have been through, and we usually tend to blame it on the weakness or lack of proper administration, thus often causing us to dismiss this CSP as bad a not worthy of our money. But, why don’t we ask ourselves what exactly happened there?
The CSP offers its customers multiple channels of communication, including email, phone, and a physical store or office. So what seems to be the problem?
To answer this question, we need to distinguish between two models of customer experience: The multichannel model, and the omnichannel model.
What is multichannel?
What is omnichannel and why does it matter?
So, what would be the core advantage of omnichannel over multichannel?
The omnichannel process