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Customer Experience in the Omnichannel World

Customers expect seamless, personalized, and consistent experiences across all channels — phone, chat, SMS, email, social, and self-service. Yet most contact centers still struggle with silos, incomplete data, and inconsistent service quality. John Sorenson, a dynamic, seasoned Customer Experience Executive, leads this discussion on how to create truly integrated omnichannel journeys, the obstacles we face, and the best practices that are working in our organizations. Join us as we discuss: (1) Integrating data across channels — unified view of the customer; (2) Ensuring consistency & context when switching channels; (3) Metrics/KPIs to measure omnichannel success; and (4) Technology/vendor challenges and how to choose/integrate.