CCW Special Report: Maintaining a Consistent CX from Digital Channels to Agent Conversations

Are you maintaining consistency from one customer touch point to the next? Learn why a seamless omnichannel experience isn’t always what it seems in this report produced by CCW Digital and Yext.
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What's Inside

The best brands empower customers to solve problems on their own terms, in their preferred channels, without support from a live agent.

But what can businesses do for certain customers who either require their issues to be escalated or simply prefer that extra help? If channel-switching and escalation become necessary, it's critical customers are able to seamlessly move to a new touch point without having to repeat information or deal with other inconveniences.

What does it take to simultaneously generate consistent CX quality within and across all channels? What does it take to make sure every touch point is a pathway to customer centricity? This report has the answers. Topics include:

  • Common misconceptions about the idea of a "seamless" omnichannel experience

  • The reality of customers' preference for self-service

  • Four reasons today's digital experiences are frustrating customers

  • Four ways to redesign customer journeys and deliver a consistently stellar experience in all channels, at all times