Omnichannel or Omnichaos? When channels multiply, how do you fix your journeys? - TBC скачать в хорошем качестве

Omnichannel or Omnichaos? When channels multiply, how do you fix your journeys? - TBC

I recently tried to resolve a simple issue with a brand. I began on their website chat. The chatbot couldn’t help. So I moved to email. They responded, but asked me to call support. I called support. The agent had no visibility into my chat or email history. I explained everything again. I was then asked to upload the documents via WhatsApp. By the end, I wasn’t experiencing omnichannel. I was experiencing omnichaos. And that’s the reality many customers face today. We’ve added channels such as chat, voice, WhatsApp, social, email, apps, and self-service portals, believing that more access leads to a better experience. But in many organizations, what we’ve actually multiplied is complexity. More channels lead to more handoffs, more data silos, and more inconsistencies. The customer journey hasn’t become smoother. It has become fragmented. So today, the question is not whether we are omnichannel. The real question is, “When channels multiply, how do we fix the journey?” That’s what I’d love for us to unpack together: In this panel, we want to discuss specifically: • Are we designing for channel access or journey continuity? • When does omnichannel become operational overload? • Are we measuring channel metrics or journey outcomes? • Is omnichannel a technology problem or a leadership alignment problem? • Should the goal be “omni” or “optimal”? Date and Time: March 11, 2026, 5 PM - 6 PM Panelists: Mr. Kapildev Arulmozhi - Co-Founder & President at Thunai.ai Mr. Allwyn Deepak David - Head of Offerings and Solution at Sutherland Mr. Nanda Gopal V - CEO and Founder at OctoGenie Moderator: Mr. Uthaman Bakthikrishnan - Executive Vice President at ClearTouch Discussion Points: 1. When we say we’re omnichannel, are we actually designing for seamless continuity across touchpoints, or are we just offering multiple disconnected access points? How do you maintain context when a customer shifts between channels, say from chat to voice? Who owns journey orchestration across channels? Is your CRM truly unified, or is it just multiple systems speaking through APIs? 2. How do we know when we’ve crossed the line from omnichannel to omnichaos operationally? Should every channel be treated equally? How do you prioritize where to invest deeply? Have you ever pulled back from a channel because it created more complexity than value? 3. Are we celebrating channel-level efficiency while the cross-channel journey remains broken? What does a true omnichannel KPI framework look like? Should we move toward journey-based measurement models? How do you quantify cross-channel friction? 4. Is omnichannel failure really a systems problem, or is it an ownership problem? How do you break internal silos when channels multiply? Does your organizational structure mirror your channel structure? How do you ensure different departments work toward one customer journey instead of optimising their own channels? 5. Is being everywhere actually better than being deeply integrated in fewer, high-impact channels? Should businesses be ruthless about eliminating low-value channels? How do we decide which channels deserve investment? Is omnichannel a strategy, or a response to market pressure? #OmnichannelCX #CustomerExperience #CXStrategy #DigitalCustomerJourney #CustomerJourney #CXTransformation #ContactCenter #CXLeadership #CustomerEngagement #DigitalTransformation #AIinCX #CXInnovation #FutureOfCX #OmnichannelStrategy