National Technology - Omnichannel communications: how technology is changing the face of customer engagement

Omnichannel communications: how technology is changing the face of customer engagement

In the age of digital commerce, there have never been so many ways for organisations to communicate in real time with customers and service users - from mobile, online, and text, to chatbots and email - as well as physical interactions.

As a result, customers have come to expect more, with personalised communications, high standards of data privacy and security all key to winning their trust.

Omnichannel communication brings messaging channels and data together to provide a unified approach to customer and stakeholder engagement, enabling organisations to reach the individual where they are - be that in a physical location or an online customer service chatbot.

This survey, conducted by National Technology News and OpenText, explores the ways in which businesses are leveraging data and technology to build omnichannel experiences and foster vital customer relationships.

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