GB994 Omni Channel Guidebook R18.0.1

Customer experience has become a key differentiator for service providers as excellent network and service quality become widespread, and product offerings become similar across all providers. The key to leveraging this differentiation to maintain a strong customer base and sustain revenues is to deliver a consistent and personalized experience to customers across all channels.

This omni channel guidebook introduces the key imperatives for omni channel implementation as well as a definition of the operational functions needed to successfully create an omni channel experience for customers. It includes a maturity model for companies to evaluate their omni channel capabilities. The guidebook has over 100 requirements to omni channelize operations. These are defined in order to create a way to evaluate priorities for omni channel projects.