An omni-channel initiative that seamlessly aligns web, mobile and the face-to-face experience is a customer’s dream that can easily become a business’s nightmare. But it doesn’t have to be that way.
Starting with a single, unified vision and a solid roadmap, all the pieces can be designed to fit into place, new digital teams added and existing staff mobilized to embrace this business evolution. Many technological, cultural and organizational hurdles need to be addressed. How do we make sure that our representatives are as well informed as the client? How do we handle transactions that cross the physical to digital divide? How do we compensate our employees? How do we ensure that support is adequate for all clients, through all the channels, after a transaction?
Digital is a brave new world, and it takes a deft hand to help guide you through to the point where the business can embrace the new paradigm and move forward, ever stronger.