Seamless Multi-Channel Experiences

Market Disruption > Customer Needs and Behaviors

Customers expect companies to engage them across multiple digital and physical touch points at any point of their experience, in increasingly mobile-first applications

Customers expect companies to engage them across multiple digital and physical touch points at any point of their experience, in increasingly mobile-first applications

Illustrative Disruptions
Illustrative Disruptions
  • Multiple Touchpoints – Expecting to communicate and transact with companies across multiple channels, including websites, mobile apps, text messaging, social media, and telephone
  • Mobile-First – Increasing use of mobile devices as primary customer experience channel
  • Physical-Digital Integration – Valuing digital apps that enhance physical experiences, such as product location and recommendations in physical retail stores
PROOF POINTS
BRIEFINGS