IG1183 Omni Channel CEM Guideline; What Customers Will Expect By 2025 R18.5.1
- Maturity level: General availability (GA)
Created By: Customer Centric
This informational guide describes shortly the new direction that is taken on for an update of the existing Omnichannel Guideline (Version R18.0.1). Customer experience is a key differentiator for service providers as excellent network and service quality becomes 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.