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March 2015

The Multichannel mandate: Ready, set, automate

The need to connect with customers across multiple channels has made it harder than ever to analyze customer data and provide much-needed services that improve the customer experience. This e-book series helps organizations navigate knotty technology issues that must be traversed to be truly multichannel. The first chapter explores contact-center automation -- and how to deploy it effectively. The second chapter reveals the critical ingredients in a successful multichannel business strategy. And the third chapter looks at organizations applying these strategies to not only improve customer relationships, but also increase their revenue.

About The Author

Ashley Smith

Ashley Smith is a former contributor to SearchCustomerExperience.Read More


  • One company's plan for a comprehensive multichannel strategy

    Companies are constantly flooded with customer information across multiple media channels, including websites, mobile apps, social media and blogs. The key to improved service and sales is to tie together all of these sources of information into one comprehensive customer profile. Powerful integration and analytics tools can help companies gather and consolidate these channels of customer data.

    The problem is that most retailers say they can't profitably operate a multichannel strategy. "Multichannel is a promise," said Stuart Sim, an analytics consultant for West Monroe Partners, "but you can't deliver on the promise until you solve for the challenges of accumulating, collecting, making sense of and normalizing all the data streams you have access to." One high-growth company has plans to do just that by bringing together disparate information from various channels so that the company has a more holistic view of each customer.


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