“Winning in an omnichannel world demands excelling in all channels, from in-person to hybrid, inside sales, digital self-serve, and marketplaces—especially during uncertain economic times in which a poor customer experience may lead to a lost sale.” – McKinsey’s The Multiplier Effect: How B2B Businesses Grow.
For businesses to be successful in today’s landscape, they should have proficiency in all the channels that customers could choose to engage, depending on their preferences or circumstances. To stand out from the rest of the competition, customer experience (CX) is the crucial differentiator where those brands that provide a seamless and satisfying experience can foster brand loyalty. The recent Forrester Research report underscores that the consumer perception of CX quality has significantly declined, especially regarding effectiveness, ease, and emotional connection. It is a strategic necessity for businesses to adopt a holistic approach to customer engagement, ensuring excellence across all channels to thrive, especially in challenging economic conditions.
66% of customers use at least three different communication channels to contact customer service, with the most popular being phone, email, and social media.1
The omnichannel approach connects channels across departments, helping to deliver uninterrupted customer service across web, mobile, and social apps. This approach offers a fast, personalized, uninterrupted customer experience (CX).
The Omnichannel Illusion: More Than Just Multichannel
Simply offering multiple channels for customers to communicate through does not signify omnichannel excellence, only when businesses create a seamless, unified customer journey across all touchpoints, where every interaction feels like a continuation of the previous one.
Integrating your legacy systems and data into multichannel operations is no easy task, which can leave customers frustrated with constant inconsistencies as they are forced to repeat information across channels. This disconnect between promise and reality leads to a suboptimal customer experience (CX).
The Role of AI in Omnichannel Excellence
Significant advancements in artificial intelligence (AI) have helped make progress towards omnichannel excellence. AI’s ability to glean valuable insights into customer sentiment, preferences, and journey patterns through predictive behavior analytics provides proactive solutions and recommendations for personalizing customer experience (CX). AI-powered tools can deliver omnichannel excellence in collaboration with human oversight. As AI-powered chatbots continue to evolve and leverage these personalization capabilities, they have developed, to a large extent, the capabilities of offering instant and personalized support across all customer touchpoints, helping human agents focus on complex tasks and issues.
Human in the Loop (HITL) services involve the participation of human experts at the beginning, middle, or end of a task. A human agent taking over from a chatbot to take over a complex problem is a prime example of HITL services.
Navigating Challenges to Omnichannel Excellence to Drive Growth and Success
Pursuing omnichannel excellence is a distinct possibility but requires navigating the journey fraught with challenges. For the possibility of omnichannel excellence to materialize, companies need to adopt customer-centric mindsets, shifting from siloed structures that prioritize customer needs. The data would need to be leveraged from multiple sources, removing bottlenecks to its integration presented by the legacy systems while addressing privacy concerns and investing in the latest technology to ensure seamless operations. Furthermore, employee empowerment through up-to-date skills development to utilize the possibilities of AI-powered tools to their advantage and define and track appropriate metrics for success can pave the way for omnichannel excellence.
Companies that provide a superior omnichannel experience for their customers enjoy a 10% year-on-year growth.2
The attainment of omnichannel excellence offers substantial rewards, including enhanced customer satisfaction and loyalty through seamless experiences, increased revenue from cross-selling and upselling, improved operational efficiency, and strong competitive advantage.
Partnering with a Tech-Enabled Outsourcer for Omnichannel Excellence
There are many things to consider while navigating the complexities of omnichannel, from integrating the latest technology with human expertise trained to fully utilize these tools to leveraging data sets and optimizing customer touchpoints through a customer-centric mindset, which can be overwhelming. To successfully tackle these challenges, it is best to partner with a tech-enabled outsourcer offering specialized expertise, scalability to meet evolving business needs, cost reduction, and the ability to focus on core competencies, helping you create exceptional customer experiences.
Since 2003, Premier has delivered exceptional client value through its award-winning approach. It consistently exceeds industry benchmarks with an 85% client CSAT and an NPS score 20% higher than average. Premier is more than just a service provider; it is a strategic partner that leverages the Premier Sync framework to handle your business process management needs.
Partner with Premier and leverage AI-powered tools optimized for your needs to achieve significant revenue growth. Co-create the future with PremierTech Solutions, which pioneers innovative technology solutions that tackle customer pain points, elevate satisfaction, and drive operational efficiency. Premier solutions foster superior customer experiences that drive increased retention and brand advocacy and maximize customer lifetime value. Optimizing existing processes and realizing value beyond cost reduction can improve profitability. Premier brings quality, reliability, technical ability, and ROI with the enthusiasm to see you and your business flourish.
Don’t settle for average—experience the difference Premier can make by transforming customer interactions and helping you achieve omnichannel excellence.
