Realizing the potential of Omnichannel Interaction

Customers can now interact with businesses in unprecedented ways, ranging from traditional channels to an ever-expanding array of digital modes. Numerous firms have responded by investing in digital media, often to supplant conventional engagement methods. It is believed that as customers become more technologically sophisticated, they will favor digital channels, lowering the need for live operators and resulting in substantial cost savings. Many businesses are projected to save more than 40 percent by minimizing live customer engagements. Nonetheless, despite tremendous efforts and resources, companies that adopt this strategy frequently observe an increase in consumer contacts.

To keep up with industry leaders, businesses must undergo an omnichannel transformation that considers consumer touchpoints part of a unified customer journey. And because customer journeys are not simple and linear but rather comprise several handoffs between traditional and digital channels that might vary substantially by customer type, a practical approach demands an in-depth understanding of what customers genuinely desire. To build an omnichannel experience, businesses must adhere to a sequential procedure comprised of four fundamental elements:

1) Establishing design concepts following an omnichannel approach.

2) Designing service journeys, ensuring that end-to-end digital and live-contact journeys address stated customer demands and preferences and include well-defined digital migration points.

3) Identifying essential enablers to support the journeys, including multiskilled agents and best-practice contact-center operations to interact live with customers.

4) Defining the IT infrastructure with next-generation enablement technology to support a seamless omnichannel experience.

A corporation can only address increased complexity, provide an exceptional customer experience, and control operating costs through an omnichannel transformation.

There are four critical components to an effective omnichannel transition:

The sheer number of external and internal factors that customer-care services must consider can soon become overwhelming. However, businesses may see clearly where to allocate resources if they define “excellent” and establish priorities per client segment.

1. Establish guiding concepts for strategy and layout:

A company needs a strategy for customer service, or a set of guiding principles, that includes a plan for providing superior service and an understanding of how customers should feel during interactions with the business. By adhering to these guidelines, companies can create service journeys that effectively combine digital and live channels while maintaining a satisfactory level of speed, transparency, and interaction within each medium. Instead of maximizing individual touchpoints, firms can view each service journey via an omnichannel perspective .

Companies who want to take an omnichannel approach to customer care need to analyze their consumers’ digital habits to provide the channels that will be most appealing to each demographic of customers. Customers’ varied habits and tastes, especially in the digital sphere, should significantly impact the development of service paths. Our studies of the digital consumer experience have shown four distinct personas, each of which response best to specific types of interaction.

Businesses need to zero in on the right demographic of customers to allocate resources better and learn what drives each subset of customers. The optimal method of designing primary service is to divide customers into groups based on contact volume, then use persona profiles of different customers based on their digital habits to establish engagement strategies and allocate resources accordingly. The idea may be to encourage online self-service and automated solutions for fundamental operations like payments and installation upgrades among more computer-savvy clients. In reality, only about 10% of interactions necessitate the assistance of a highly skilled live representative. Some examples of these interactions are cancellation requests and customer complaints; with the correct response, they can be transformed from a potential problem into a chance to improve customer relationships.

2)Document customer paths for better service:

After businesses have a clearer picture of their customers through personas, they can plan comprehensive service journeys incorporating digital and live channels. These itineraries must account for the customer’s movement across channels to guarantee smooth transitions. It’s important to remember that customer tastes change over time, possibly in unexpected ways due to the accessibility of different media, shifting demographics, and other aspects of the customer experience . With these guidelines in mind, businesses may imagine what their customers’ journeys will be like in three years in a fully omnichannel environment and then design bold solutions to keep up with the inevitable shift.

Companies can better plan for success by understanding the final destination of their most crucial service journeys. To begin, businesses must prioritize service journeys based on criteria such as total cost, the difficulty of enhancing the trip, and customer value. In addition, companies need to go over long-held beliefs and assumptions; for instance, many executives consider those customer service interactions should aim to resolve problems in a single meeting. However, such a view may fail to account for possibilities to enhance connections with clients. Consider the insurance claims procedure; a client in a car accident may feel remorse and turn to the agent for comfort during this trying time. However, a poor impression of the insurance and its representatives may be left to the consumer if the insurer places too much emphasis on speed and first-call resolution.

Moreover, quantitative (consumer surveys) and qualitative (ethnographic) operations can provide an all-encompassing view of client groups and segments and open the eyes of executives to customer needs.Following this method for their most important journeys, businesses can piece together the omnichannel experience, including more touchpoints, complete personalities, in-depth knowledge of user experiences (both negative and positive), inclinations, and channel tradeoffs.

3) Invest in fundamental enabling factors:

To design and implement an effective omnichannel strategy, businesses must adopt a customer-centric culture across all levels of management. This commitment serves as a guide for the creation of three foundational enablers. First, agile process redesign enables customer-care managers and agents to be more nimble, increase transparency, and link frontline processes and actions with larger corporate objectives. To expedite the development of a customer-centric, omnichannel experience, three Agile techniques build ownership for care groups, hone their resolution abilities, and provide appropriate incentives. Finally, companies should develop and test interaction models to ensure a unified experience across channels.

Secondly, the person must possess the necessary service skills. An omnichannel transformation also necessitates a mental shift from a concentration on execution to an emphasis on continual improvement and problem solutions. To facilitate this transformation, employees must develop new abilities. Therefore, care agents with the breadth of capabilities necessary to tackle the most complex challenges are a crucial element of the omnichannel strategy.

Last but not least, these efforts must be backed by well-designed and efficient core capabilities, such as automated measurement that enables meaningful performance management and routing based on personal traits, utilizing advanced analytics to leverage consumer data.

Creating a cross-functional team is frequently required by accountability. The majority of businesses are still organized by function. Thus enhancing the customer journey may entail operations, product development, the back office, legal, and compliance. When left to their own devices, these functions focus on maximizing their portion of the process rather than considering client satisfaction. Providing an outstanding customer experience across various touchpoints necessitates closer coordination between parts. Companies should establish a cross-functional team of senior management tasked with enhancing the customer journey. They can then meet every two weeks to determine how to collaborate to achieve the business’s goals rather than focusing solely on their own function’s objectives.

4. Develop an IT architecture:

An integrated IT architecture is required to support the concepts, service journeys, and functional enablers to provide a seamless experience. This architecture includes the following components:

Omnichannel desktop: Using apps, each agent’s command center integrates chat, co-browsing, and email. Routing and analytics quickly deliver complex queries to knowledgeable agents, and discussion and callback are available through digital channels using javascript applications.

Omnichannel interface: This platform organizes and routes all incoming inquiries and coordinates all channels utilized by representatives. A forum for integration consolidates a customer’s complete contact history and coordinates with the back end. Through an omnichannel desktop’s 360-degree customer perspective, agents receive access to a self-service portal and may guide the process for customers.

Backend user interfaces: A self-service portal handles all inquiries via backend interfaces. These interactions’ data are saved in a data storage that is easily accessible. Additionally, the gateway communicates with the back end to facilitate coordinated communication.

First movers can create “wow moments” by utilizing advanced analytics and new technology, such as detecting issues before the customer reveals the reason for the call. Similarly, algorithms based on natural language processing enable businesses to encourage agents to engage in actions that may impact customer pleasure. For instance, a system could instruct an agent to speak more slowly or intensely during a dialogue. Every day, it seems, new technologies and apps emerge; shortly, they will enable businesses to construct an IT backbone for their omnichannel experience that we cannot even conceive of now.


The movement toward omnichannel is not limited to a particular industry. Instead, as more channels arise, it stems from the evolution of client tastes and habits. And even though clients are growing increasingly tech-savvy, their familiarity with digital media only increases the value of live agent encounters. Companies that get this seeming paradox, make a genuine commitment to understanding customer journeys, and develop the capabilities to provide seamless omnichannel service will be in an excellent position to delight customers for years to come.




aNumak & Company is a Global Business and Management Consulting firm with expertise in building scalable business models for diverse industry verticals.

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aNumak & Company

aNumak & Company is a Global Business and Management Consulting firm with expertise in building scalable business models for diverse industry verticals.