Unraveling the Tangled Vines of Omnichannel Customer Care
BlueOcean
JANUARY 6, 2020
The challenge, however, is that the more complex the customer journey, with more channels and points of contact in a single customer journey, the more effort (read: expense) is required from an organization to resolve each interaction – and often, as shown in the graph above, more customer effort is required to reach resolution.
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