Is the Future Omni-channel? – Service Design Network Cardiff

First, there were the bricks and mortar, then came online, and for a number of years we’ve been surrounded by mobile service offerings.  Currently, most successful businesses serve their customers across all three channels.

Back in the multi-channel dark ages, interaction between these channels was limited, if not non-existent. In the new omni-channel era, channels are integrated into a one single meta-channel that allows a customer to start the service at one touch-point, to continue it at another and to complete it at yet another.

So, is the future omni-channel? The world is certainly heading in that direction. As a rule of thumb, if your overall interaction with your customers involves a digital transaction somewhere along the line, it would certainly make sense to consider an omni-channel solution.

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