Managing the Customer Experience Across Digital Channels—How Party City’s Cross-Channel Strategy Led to CX Improvements

Whether it’s visiting your website to research and purchase products or engaging with your mobile app, customers are turning to digital channels more frequently than ever. In their June 2020 report, Envisioning The Future of Omnichannel Commerce, Forrester states, “It’s hard to identify a customer across every screen, channel, and digital touchpoint, but it’s critical to master this single view to become an omnichannel organization.” With....

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