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For the New Customer Experience, Omnichannel is Imperative
The Omnichannel Imperative: Best Practices in Customer Service
4 Consumer Engagement Expectations of Millennials and What it Means to Your Contact Center
75 Million Customers are Demanding an Omnichannel Customer Care Experience: Are You Ready?
Building The B2B Omni‑Channel Commerce Platform Of The Future
Bob Fernekees,
Group Publisher
212-251-0608 x13
Adrienne Snyder,
Eastern/Midwest Account Director
201-327-2773
Dennis Sullivan,
Western Account Director
203-445-9178
We all know customer expectations are increasing dramatically. This is happening for a number of reasons, not least of which is a generational intolerance for customer service processes that don’t seem to make sense when more than one channel of communication is employed for service issues. In two of the following five essays, the Millennial generation is called out as a major driver for the move to omnichannel customer experiences. The Millennial’s cultural comfort with technology isn’t the only reason for moving to a more rational multichannel experience, but this group is looming in the wings as a huge economic force to be reckoned with and catered to.
Bob Fernekees
VP/Group Publisher, CRM Media
Information Today, Inc.