Don’t (just) listen to us on this; listen to your customers.
As customer experience experts, we look at our client organizations from the outside in, through the eyes of their customers. As a result, we hear what customers across industries – B2C and B2B, retail, banking, technology and others – have to say about their experiences.
In an informal review of client customer data over the last few years, we noticed something pretty interesting. As important as “omni....