In its white paper titled, “Sequencing the Omnichannel Customer Conversation,” Opus Research found that every consumer’s journey is unique, but ensuring a seamless customer experience in every channel remains paramount.
“The journey is unique for each company’s customers,” the white paper says. “However, we can see some strong indications that traditional channels such as phone, websites, email, and physical stores continue to be an important first touch part of the customer experience. We also see....