Download

The Inner Circle Guide to Omnichannel

Research on the reality of digital channels, customer channel preference vs usage, cost per channel and the steps to be taken to move to a true omnichannel environment.

About This Report

Based on hard data from 400+ UK and US organisations, and 4,000+ surveys of customers, “The Inner Circle Guide to Omnichannel” provides an up-to-date understanding of not only the use of digital channels, but also their cost, performance and how they can be improved.

The report also shows businesses how they can deliver an omnichannel experience to their customers, reducing cost and improving performance and CX.

Written for businesses looking to support customers’ growing use of digital channels while delivering optimal telephony service, the report covers:

  • Service cost per channel
  • Customer channel usage and preference (present and future)
  • Web chat, email, social and messaging performance benchmarks
  • The rise of video and messaging as new channels
  • Breaking down the barriers to omnichannel
  • Personalised omnichannel service and the effect of analytics
  • Tips for omnichannel success

UK & US editions.

Free to download. 

ICG OMNICHANNEL
+
Research Reports
Stats design element

0

Company Founded
Stats design element

0+

Annual Business Surveys
Stats design element
k+
Reports Downloaded
Stats design element

In this Report

Contact Babel Reports

Channel Usage: Past, Present and Future

  • Customer Drivers for Omnichannel
  • The Channel of Choice
  • High Emotion Interactions
  • High Urgency Interactions
  • High Complexity Interactions
  • Omnichannel and the Customer Experience: The View from the Customer
Contact Babel Reports

Business Drivers for Omnichannel

  • Cheaper Cost of Service?
  • Providing a Better Customer Experience Across Channels
  • The Outbound Opportunity
  • Omnichannel and the Customer Experience: The View from the Business
Contact Babel Reports

Channel Focus

  • Email
  • Web Chat
  • Social Media & Messaging
  • Video Agents
  • Co-Browse / Web Collaboration
Contact Babel Reports

Getting Omnichannel Right

  • From Multichannel To Omnichannel
  • Omnichannel and CX Investment
  • Proving ROI
  • The Politics of Omnichannel
  • Omnichannel Payments
  • Towards Personalised Omnichannel Service
  • Analysing Customer Intent & Predictive Analytics
  • Helping the Agent to Help the Customer
  • Omnichannel Analytics
  • Checklist: Key Elements to Achieving Your Omnichannel Strategy
  • The Future of Omnichannel

World-class research, data and insights into the contact centre and CX industries