For several years everyone has been talking about omni-channel support or multi-channel support. It greatly improves the customer experience by ensuring that as customers move from channel to channel, their context and history moves with them. He says, “Rather than adding more channels, companies will begin to orchestrate the customer experience by pairing channels to make a consumer’s experience easier. Nicholson gets this concept and knows what customers really want. They don’t care about multi-channel or omni-channel support.

Source: Forbes March 04, 2017 14:06 UTC