Customer expectations and behavior are evolving at lightning speed. While social media channels such as Facebook and Twitter are widely used by consumers to access and share information that influences purchase and loyalty decisions, neither social media portal existed up until the past decade (2004). Furthermore, the use of these channels just five years ago was much lower than today.
These changes reflect the notion of empowered customers, a drastic change in buyer behavior over the past several years. "Empowered customers" refers to the existing or target clientele that know more about the company products and services than ever before, and can communicate this with a wide audience rather easily. This is facilitated by their ability to access a wealth of insights through the use of social media portals and tools such as smartphones and tablets.
This report outlines the business value and best practices of integrating the contact center with omni-channel programs in order to deliver a seamless customer experience across multiple touch-points.