Omnichannel

Abbreviation:  

The term omnichannel describes the situation when there is an interaction between the [[channel]]s serving the customer. For example, a customer calls the call center (See [[Call Center / Contact Center]]) and the call center agent creates a record which is also shown in the website or the in the branch screen. Since all channels represent a single company in the eyes of the customer, communication and coordination among them is very valuable in terms of providing a single brand experience.

Featured Content

Our favourite e-books, articles, CX Glossary entries and webinars available on the Pisano Academy.

Don't Miss a Beat

Stay in touch with the latest news, strategies and trends. Start your Pisano Academy Subscription for free Now.