Omnichannel Customer Experience – An Imperative For Businesses
The pandemic of COVID-19 has made businesses begin their digital transformation initiatives. Digital transformation commonly refers to the development of the businesses toward digitizing everything, from customer communications to employee training and more. It includes a broad array of technology, such as modernization, cloud computing, and the adoption of digital platforms. Manual or paper-based tasks can be digitized and can be transformed into something more efficient and cost-effective. COVID-19 has unveiled the ways to transform ourselves digitally. The realization that it is not possible to deliver a great customer experience merely through traditional means like voice or emails has increased the significance of digital communication channels for businesses. Digital transformation moved into hyperdrive during the pandemic. Several businesses developed eCommerce websites and self-service hubs, while focusing on the omnichannel customer experience approach. Telehealth is the perf