Bloomberg paper: Achieving cross-channel consistency

The key to customer service excellence is delivering a consistent experience within and across all channels, according to recent research from Bloomberg Businessweek. Yet results from their study of C-level and line-of-business executives from around the world show that cross-channel consistency levels are lacking, particularly in digital channels. So what’s getting in the way? Explore the answers in this report, “Cross-Channel Consistency: The New Mandate in the Age of Digital Service.”

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