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Blog: Multichannel

Recent Posts

The Mystery of the Missing Omnichannel Experience

Half a decade ago businesses across industries promised a golden age of omnichannel experiences that offered connected shopping experiences and easy-to-reach customer service on the go or at home....

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It’s Valentine’s Day…. Do Your Customers Love You?

Chocolate-covered strawberries, bouquets of red roses, and heart-adorned greeting cards are vying for our attention every time we switch on the television, flick through a magazine, or walk past a...

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Customer Journey Maps: Which Framework is Right for You?

Journey mapping concepts and practices inhabit the critical space of experience design. If you are thinking about creating a customer journey map at all, you have probably come to the realization...

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Omnichannel Tips from Customer Service Summit

At Incite Group’s Customer Service Summit, executives and thought leaders discussed how to deliver the best customer service in a growing omnichannel world. A big theme was how to utilize AI...

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Identify (and Overcome) Obstacles to Omnichannel Success

Omnichannel success has become more than a buzzword—it’s the customer experience goal of many businesses. But organizational silos, data integration gaps, and many other challenges...

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Omnichannel Fulfillment Is a Milestone—Not an End Goal

Smart retailers know that consumers expect omnichannel experiences. Even smarter retailers understand that the omnichannel goal posts continue to move. Retailers must balance business objectives...

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Stop Calling it a ‘Retail Apocalypse’

Retailers today face an unprecedented rate of change. Many malls are empty, e-commerce is taking a larger share of the pie, and consumers are spending more on experiences than products. Media...

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Omnichannel Service: Are We There Yet?

Perhaps you’ve heard of the term “omnichannel experience.” Many leaders have added this buzzy term to their business vernacular, but few have actually applied it to the customer...

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3 Essential Open Enrollment Tips for the Off-Season

It’s that wonderful time of year when healthcare insurers can take a breath and plan for their next open enrollment period. But don’t relax for too long. With the combination of...

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Taking Closed-loop Apps to the Next Level

It’s well known that consumers regularly use only a handful of mobile apps. The battle for user attention is fierce. App developers have an opportunity to outperform competitors by &ldquo...

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