Uncover Strategies to Best Serve the Omni-Channel Customer

Frost & Sullivan holds complimentary webinar discussing strategies on serving the omni-channel customer

Jul 11, 2013, 10:07 ET from Frost & Sullivan

MOUNTAIN VIEW, Calif., July 11, 2013 /PRNewswire/ -- 


Wednesday, July 17, 2013 at 1:00 p.m. EDT


Online, with free registration


Principal Analyst, Nancy Jamison, of Frost & Sullivan's Information & Communication Technology practice

Today's customers are increasingly "omni-channel" and expect consistent high quality service from companies regardless of their channel or device. These individuals research organizations on company or other web sites and social sites before initially engaging with the vendor. Customers prefer to "self-serve" first, before contacting a company through the contact center.

This briefing will address the rise of the omni-channel contact center as a way to provide superior customer service for the changing consumer. The presentation will outline several strategies and best practices to successfully move to omni-channel customer care.

Learn how addressing the needs of the omni-channel customer can help your business including:

  • The latest trends and research that are shaping the power of the omni-channel customer
  • What these customers expect from companies
  • The challenges of moving from a multi-channel to an omni-channel contact center
  • Best practices and innovative solutions in omni-channel customer care

This analyst briefing will benefit customer-facing organizations, as well as governments, institutions, and non-profits, where building customer loyalty and support is critical to their success.

Supporting Quote
"Omni-channel is ensuring a consistent, high quality customer experience regardless of how and where a customer chooses to interact with an organization, and no matter the purpose," said Customer Contact Principal Analyst Nancy Jamison. "It ensures that data and context from initial contact carries over to subsequent channels, reduces customer effort, improves the customer interaction, and enables the business to tailor the customer journey."

Supporting Resources
For more information about Frost & Sullivan's Information & Communications Technology practice, please visit: http://www.frost.com/ICT


  • To attend the briefing, email mireya.espinoza@frost.com your full name, job title, company name, company telephone number, company email address and Web site, city, state and country.
  • Receive a recorded version of the briefing anytime by submitting the aforementioned contact details.

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Mireya Espinoza
Frost & Sullivan

SOURCE Frost & Sullivan