Trends Report

Brief: Measuring The Quality Of Omnichannel Experiences

Customer 360 Forum: Key Lessons From Australia's Leading CX Professionals

December 7th, 2015
RH
Ryan Hart
TM
Thomas McCann
With contributors:
Frederic Giron , Michael Barnes , Flora Zhang , Bill Nagel

Summary

Organizations around the world are targeting the omnichannel customer experience (CX) as their target operating model. Omnichannel CX is displacing cross-channel CX as firms' vison for serving empowered customers. So how can CX professionals accurately measure the quality of customer experiences throughout the omnichannel environment? To address this question, Forrester participated in the Customer 360 Forum in Sydney and exchanged ideas with 106 CX pros and business leaders from 76 different companies. This report examines some of the key challenges and insights gained from those in attendance.

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