Multi-channel Customer Experience Report

British companies are only now beginning to realise the importance of joined-up customer experience amid increased customer expectations and the growing number of touch-points on the customer’s interaction with a brand.

Behavioural experts in the field of Customer Experience, Foviance, analyse today’s consumers, who all expect businesses to have joined up channels. But they just aren’t providing the capability. In fact 69% of UK businesses say they are just beginning to develop their strategy.

Companies recognise the importance of the multi-channel customer experience but are typically failing to adopt a strategy or framework to enable a single customer view.

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