Different customers prefer different interaction touch points. Some prefer to interact via the web, some call the call center, some prefer to visit stores, and most actually use multiple channels in the same transaction. But most customers today do not get a simple and consistent experience across every channel. Often they find it increasingly difficult to transition a single purchase or service transaction between channels; resulting in growing frustration with the service provider and, in some cases, churn. This presentation will review market insights from around the world, explain the challenges that consumers and service providers have today, and finally will examine how the development and implementation of a multichannel ecosystem will facilitate a seamless transition between all service channels to provide a simple, consistent and satisfying customer experience that will allow service providers to exceed their revenue and profitability targets.
Joint Keynote:
Yossi Zohar, Customer Management Marketing Director, Amdocs
James Egan, Customer Service Director, AT&T Mobility
