Gartner Research

Tackle Technological, Organizational and People Barriers to Achieve Unified Omnichannel Customer Engagement

Published: 03 May 2017

ID: G00323273

Analyst(s): Gene Phifer


Most organizations are striving to achieve a unified omnichannel customer engagement strategy. While many technology barriers exist, application leaders must also be prepared to deal with the toughest barriers of all: organization and people.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • As application leaders begin to implement a unified omnichannel customer engagement strategy, they will need to overcome considerable technology hurdles
    • Digital Experience
    • Process
    • Knowledge
    • Data
  • Achieving unified omnichannel customer engagement will require application leaders to overcome hurdles relating to organizational structure and people barriers

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