Simply put, consumers take the omnichannel experience as a given but companies have yet fully delivered on that promise.
That is because modern technology has created a world with more marketing channels than ever before, leading to high customer expectations of accessibility, speed, and ease. The best way to fulfill these expectations is through an all-encompassing, omnichannel content strategy.
To provide this, you start with customer journeys, then work backward to create operational and content models. From this perspective, you can achieve ‘a single view of the customer,’ and integrated points of customer service. We understand how to create content experiences that build on these concepts, and we know what is required from an operational model to make it happen. We also understand the necessity of analytics and the importance of cross-channel reporting to provide the comprehension executives need to make informed decisions.
We have a deep understanding of what is needed to design and build around the customer journey and we are recognized thought leaders on omnichannel content strategy. Our recent thought leadership presents some thinking on how customer journeys are important for cross-channel customer experiences. [link to white paper] We are so passionate about omnichannel content strategy that we created an entire website dedicated to thought leadership around it.