Best Practice Report

Elevate Omnichannel Customer Experience With Continuous Business Services

May 4th, 2015
TH
Tim Harmon
With contributors:
Peter Burris , Adam Silverman , Rachael Klehm

Summary

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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