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The Evolution from Omnichannel to Multiexperience in the Contact Center

Omnichannel is a fundamental concept in the contact center but despite its significance, many companies still fail to meet customer expectations as they engage across channels. In this report, Gartner® reveals how contact centers can evolve their omnichannel strategies to create happier customers and drive better business outcomes.

What you’ll learn:

  • Key omnichannel challenges that are causing friction across the customer journey
  • Why contact center leaders need to rethink their approach to omnichannel
  • Analyst recommendations for designing new multiexperience (MX) journeys that improve customer satisfaction and revenue.

To download the full report, complete the form on the right.

Gartner, Transcend Omnichannel Thinking and Embrace Multiexperience for Improved Customer Experience, Jason Wong, Don Scheibenreif, Gene Phifer, 17 February 2020.

GARTNER and Magic Quadrant are registered trademarks of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved

 

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