One of today’s greatest stakes to retain customers’ loyalty, who are becoming always more fickle, is offering personalized and seamless customer care. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel.
However, emerging stakeholders dedicated to catering to every digital
The steady concern for
« Omni-channel » alludes to the capacity of a company to integrate multiple channels or « touch points », whether they be digital or not. A company that customers can contact via email or phone, for example, can call itself omnichannel. As a PwC study certifies, the advantages of good
The changeover to asynchronous
An Ofcom study shows that younger generations
Omni-digital, a context that a growing number of companies are prioritising
More and more customers, especially in industries such as banking or insurance, do not use physical channels to contact businesses (stores, phone customer care, …). In the banking industry, PwC revealed that 46% of customers have embraced an Omni-digital approach in 2017, against 27% in 2012.
Omni-digital customers expect a smooth
« Omni-digital » involves a strong aspect of connectivity that constitutes a major stake for companies regarding the variety of touch points they offer to their customers and users. Moreover, digital tools such as interactions platforms,
Omni-digital asserts itself as the means of analyzing the needs of external users and collaborators as well as the answers the company gives them. This approach is the reflection of the company’s decision to