Top Five Obstacles to Customer Centricity #4 Multi-channel Journey
Peter Lavers
AUGUST 2, 2016
Respondents are asked how well each statement describes their business, and the 4th most agreed with statement is : “My company hasn’t mapped the multi-channel customer. Channels being seen as just a cost, leading to companies trying to ‘force’ customers to ‘shift’ to a lower cost channel or outsourcing critical touchpoints off-shore.
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