Gartner Research

Summary Translation: Transcend Omnichannel Thinking and Embrace Multiexperience for Improved CX

Published: 23 June 2020

ID: G00730697

Analyst(s): Jason Wong

Summary

Omnichannel has been around for a long time, yet most organizations have not delivered on its promise of a unified customer experience. Instead of chasing channels, application leaders should embrace multiexperience for great CX by addressing new digital touchpoints and interaction modalities.

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