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    Digital First Omnichannel

    7 Steps to Deliver Digital-first Omnichannel Experiences

    by Chris Bauserman
    January 17, 2020
    Share

    The research is clear, younger consumers have a high preference for interacting with companies using digital channels.  In fact, 90% of Generation Z and 84% of Millennials state this as their preference.  The result is that the call center is quickly become a contact center and your call center software and operations needs to adapt as well.

    In this video, part of our Transforming Customer Experiences series, I discuss the emerging trends and what it means for the contact center.  Most companies are slow to adapt, at best only supporting email and chat as digital channels.  What’s needed is to support second generation digital channels to meet customers where they want to engage your company.

    I will detail seven critical steps companies must take to be a leader in supporting digital-first omnichannel interactions within the contact center.

    After watching the video, watch our on-demand webinar to learn more: Digital-first Customer Service: The Future is Here Today

    About the Author

    Chris Bauserman

    Chris leads product marketing, campaign strategy, and market intelligence for NICE inContact. He has successfully driven technology strategy and go-to-market (GTM) growth initiatives for software startups and large enterprises over the past 20 years, focusing on solutions that help organizations improve customer experience. Prior to NICE inContact, Chris led marketing for ecommerce and customer experience solutions at Rackspace and held various leadership roles at IBM and SailPoint (prior to its $2B+ IPO).

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