2025 年全渠道的全新方法 A fresh approach to omnichannel for 2025.pdfVIP

AFRESH

RESEARCH

APPROACHTOREPORT

OMNICHANNEL

FOR2025

Doubledownonyouromnichannel

challengesandmake2025the

yearofintegrateddataand

seamlessexperiences

INSIDE

What’sholdingomnichannelback–andhowcohesiveexperiencescansolveCX’sbiggestchallenges

Thefactorsthataresettodriveomnichanneladoptionto2027Broughttoyouinassociationwith

Fromcraftshopstofintech,theorganizationsdrivingcustomersatisfactionwithomnichannel

DISCLAIMER:Theinformationinthispiecedoesnotconstituteaslegaladviceandsoshouldnotberegardedassuch.

ForewordContents2

Theideaofanomnichannelcustomerexperiencehascreatedintermsofdatacapture,customerForeword

emergedfollowingwidespreadaccesstotheinternetinsatisfactionandagentretention.page2

the1990sandtheearlydaysofecommerce,whenmajor

brandsincludingTarget,BarnesNobleandevenPizzaWithinsightsfrompractitionersatBank-Al-Etihad,1CG,

Huttooktheirofflinebrandsandservicesonline.Xperiente,CambridgeUniversityPressAssessment,Thebarrierstoomnichanneladoption

Hobbycraft,JupiterMoneyandFreshworksthisreportpage3

Theideaofmeetingacustomeronthechannelbreaksdowntheopportunitiesandpainpoints

oftheirchoicewasborn,butitwasn’tuntil2003thatexistaroundomnichannelCX