As always in business, technology is a means to an end. According to Brian Solis, principal analyst at Altimeter Group, “Meaningful digital transformation that enables companies to compete in today’s digital economy encompasses everything from processes to systems to policies to product upgrades. Technology is an enabler for a greater purpose and mission.” With that in mind, address the elements that will determine the ultimate success of your omni-digital strategy.   Agents: Fully digital or hybrid? With digital channels, an agent can manage more than one interaction at a time. For example, after answering an inquiry on Messenger and while waiting for a response from the

When you step into a meeting or online environment, you may immediately sense whether a team is collaborative or not. When a team is, work becomes more of a motion than a set of parts working independently or at odds with existing workflows. Some might define this as a state of flow, but however you define it the fact remains the same: the experience brings out the best in everyone involved.  If you perform a search for the characteristics of a highly collaborative team, you’ll find some 250 million results, with any number of definitions. But amongst the deltas in how different reports or blogs

Understand your existing digital communication channels To map out an omni-digital strategy, you need to understand your present state. Though you are focusing on your channels, remember that you are ultimately concerned with the customer experience.  Document established channels Inventory the digital channels where your company has already established a presence. In addition to customer service channels, note the channels owned or managed by other departments.   Consider that the marketing group tends to own social channels to amplify brand messages, launch campaigns, and attract and engage prospective and existing customers. It’s common for customers to make inquiries on channels like Facebook

Richard Shapiro is a recognized thought-leader in the area of customer retention. He is the President & Founder of The Center For Client Retention. For over 30 years, his organization has provided research, consulting and training services to the Fortune 500, including fifteen of the largest market value corporations in the world. Prior to starting his own company, he held the role of VP, Client Retention & Customer Satisfaction for ADP. He has also written two best-selling books and has been interviewed by numerous news organizations regarding customer experience. Additionally, Richard is an adjunct professor at the Fashion Institute of Technology in New York City. 


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