Omni Channel Customer Experience Strategic Necessity

Truly understanding the Customer Experience means having a grasp of the customer’s interaction history and demographics, and looking at the entire journey from the moment the customer initiates contact (via any channel) through to issue resolution.

“Organizations that aim to offer a consistent experience across multiple channels capturing interactions across each touch-point and making the conversation with the customer contextual will hold a significant advantage. The power of understanding and moving toward an Omni-channel customer journey combines everything we know about a customer’s past, current and subsequent interactions from all touch-points into actionable information for the enterprise,” noted Vineeth Nayak, Founder and Managing Director, Tetherfi.

“Customers want their interactions to be uniform, consistent, personalized, secure & timely irrespective of the channel, whether through self-service, support agents or face-to-face. Such expectations are forcing brands to rethink their customer contact strategy and establish one that delivers a truly Omni-channel experience,” explained Jayesh Pajwani, Chief Strategy and Growth Officer, Tetherfi.

“All businesses should aim to provide a unified Omni channel experience across all channels so that the process is seamless, consistent and integrated as customers move through them,” mentioned Krishna Baidya, Associate Director, Digital Transformation, Asia Pacific, Frost & Sullivan.

Frost and Sullivan discusses above and more in the White Paper it wrote in discussion with Tetherfi titled ‘Omni Channel Customer Experience – Not An Option, But a Strategic Necessity’. The topics discussed include how the Omni Channel customer experience can help organizations with their growth as well as cost containment objectives. Using Frost & Sullivan’s Customer Experience 3.0 reference architecture as a guideline, it also discusses the right solutions to offer rich experience, intelligent self-service and collaborative engagement and cloud enablement.

The complimentary White Paper can be downloaded here.

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today’s market participants.

Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.

  • The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
  • The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.

For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?    To view the original version on PR Newswire, visit:—not-an-option-but-a-strategic-necessity-300303866.html


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