Episode 9 – Omni-Channel is a Road to Nowhere

There are lots of legitimate complaints about customer service  and the overall experience –  automated systems that seem designed by sadist. To say nothing of getting transferred from one  department to the next, only to have to repeat your problem over and over.

There is plenty to fix, so for heaven’s sake why have practitioners chosen to obsess over omni-Channel.

On today’s episode, I delve into the omni-channel obsession and give you my take on why omni-channel pursuit is dangerous for your CX health.




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