Summary
Offering customers seamless omnichannel experiences is critical for telcos' digital transformation efforts. Today, customers expect to use a variety of digital touchpoints. Omnichannel affects telcos' customer engagement activities at every stage of the customer life cycle. Yet, many telcos are still struggling to meet their customers' rising expectations for coherent end-to-end customer engagement. This report highlights aspects that digital transformation leaders at telcos ought to consider when planning their omnichannel strategy.
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