Omnichannel complexity CX leaders face a paradox most boardroom channel strategies never acknowledge. Every new channel is added to improve the customer experience. Yet for a significant proportion of organisations, each addition makes resolution harder, slower, and more dependent on human intervent
Omnichannel complexity CX leaders face a paradox most boardroom channel strategies never acknowledge. Every new channel is added to improve the customer experience. Yet for a significant proportion of organisations, each addition makes resolution harder, slower, and more dependent on human intervent