Why Multi-Channel Must Mean Multiple Choice

9th September 2021

How businesses can make channel optimization work for their customers – and themselves.

Today organisations in every sector are trying to come to terms with channel shift. A wealth of new channels are now available, and while it is clear that customers are keen to interact with businesses via multiple channels, businesses themselves are unsure which to invest in, and how new communication and service channels should fit alongside established ones.

Business use of multiple channels is falling some way short of customer expectations – and businesses know it. Davies sheds light on why this is so and what to do about it.

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