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For CIOs

Elevate Omnichannel Customer Experience With Continuous Business Services

May 4, 2015


  • By Bobby Cameron,
  • Tim Harmon
  • with Peter Burris,
  • Adam Silverman,
  • Rachael Klehm

Why Read This Report

The goal of omnichannel sounds simple — sustain customer engagement across channels according to customer expectations — but it's among the most complex challenges businesses face today. Omnichannel encompasses a multitude of customer-facing systems and functions that firms have historically managed independently. Realizing an omnichannel solution requires an integrated design and delivery approach and is rapidly moving up the CIO's list of business technology to-dos. This report helps CIOs address the technical and structural challenges of creating an integrated customer experience across channels while still allowing each channel to differentiate based on its unique capabilities.

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Table of Contents

  • Omnichannel Should Deliver Consistent, Responsive Experiences
  • Omnichannel Is An Information Problem That Requires CIO Attention
  • recommendations

  • Use Fast-Cycle Outcome Management To Govern Omnichannel CX

  • Omnichannel Customer Experience Accentuates The CIO's Digital Role
  • Supplemental Material

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