Summary
Forrester applied its Cross-Channel Review methodology to the experiences at 12 firms across three industries. Although some firms performed strongly in individual channels like the Web site or contact center, all firms failed to offer a strong, consistent cross-channel experience to consumers. In order to offer a consistent, high-quality service, firms must align the disparate channels and create a consistent strategy that recognizes that customers switch between channels in their buying process.
Log in to continue reading
Client log in
Welcome back. Log in to your account to continue reading this research.
Become a client
Become a client today for these benefits:
- Stay ahead of changing market and customer dynamics with the latest insights.
- Partner with expert analysts to make progress on your top initiatives.
- Get answers from trusted research using Izola, Forrester's genAI tool.
Purchase this report
This report is available for individual purchase ($1495).