In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions…
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Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are…
Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they…
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels,…
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why…
