Customers do not think in terms of channels

They do expect a connected customer journey

Customers use a variety of channels to interact with organisations and they expect their experience to be seamless and personalized to their needs, whichever channels they choose to use.

Recently, the pandemic accelerated the shift to digital channels, making customer journeys increasingly complex. Unfortunately, most organizations do not have a connected journey across the various customer touchpoints. Overwhelmingly, we experience journeys that are fragmented, repetitive, and cumbersome.

It is now more important than ever to provide customers with a connected journey to improve the experiences they have with your brand. In this industry report, commissioned by Cisco Webex, CX Focus Magazine interview a range of independent experts and practitioners from a variety of industries on why organisations need to create connected customer journeys.