#3

Omnichannel or bust

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The days when a single phone line was enough are ancient history. Today’s customers expect to reach you on their terms — whether through voice, chat, email or social. And every channel, every device, every interaction should be seamless. Your customers shouldn’t have to repeat themselves or start from scratch just because they switched from their phone to their laptop or from a chatbot to an agent.

→ Shiny, happy bots (and people) holding hands

Since ChatGPT and GenAI came on the scene, bots seem to be everywhere. And that’s a good thing, because guess what? Even your biggest and best customer doesn’t want to have to reach out unless it’s absolutely necessary. As long as there has been customer care, there’s been basic self-service. And now with AI, you can tailor that experience so it feels personal to your brand. But just because bots can speak your brand language doesn’t mean it’s time to abandon your agents. Instead, it’s time to use AI to supercharge them. Let bots do the boring stuff — FAQs, tracking numbers, basic transactions — so your human agents can switch to beast mode to tackle the tricky, emotional and complex moments. However, your customers bounce between channels and devices, so you better be ready to catch them where they land and give them what they want — a seamless experience with smooth transitions between bots and humans. The experience must be optimized for all interfaces, and the solution must fully integrate with a CRM that keeps your team in the know.

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Just because bots can speak your brand language doesn’t mean it’s time to abandon your agents.

▶ But how can we maintain meaningful relationships in a world of automation?

Brands must go beyond generic responses and use customer data to infuse personal touches into every interaction. Whether it's a chatbot recognizing a returning customer by name or suggesting solutions based on past behaviors, these small moments build the emotional connection that drives loyalty.

→ Omnichannel declared customer savior, single channel still living in parent’s basement

Still stuck in single-channel mode? That’s like insisting that single channel is “just fine” while omnichannel moves out, gets a job and buys its own house. In other words, you’re leaving money (and opportunities) on the table. Expanding your presence across channels means more opportunities to interact with customers and more data to understand their needs and build loyalty. An omnichannel approach not only serves customers better but also makes your operations more efficient. Silos? Gone. Information? Flowing. Resources? Optimized. The result is speedier resolutions, happier customers and a CX operation firing on all cylinders. (Yes, please!)

→ Find the right partner to make it happen

For smaller businesses or those just starting to scale, building an omnichannel experience can feel overwhelming. But the good news is you don’t have to do it alone.

A strong CX partner can provide the infrastructure, expertise and tools to transform your scattered channels into a cohesive, customer-first experience. The right partner will be able to meet your needs today and grow with you, ensuring your omnichannel strategy evolves as your business does.

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A strong CX partner can provide the infrastructure, expertise and tools to transform your scattered channels into a cohesive, customer-first experience.

Case study

▶ CX transformation for a global medical device leader

The client is a global leader in diagnostic systems for diabetes care serving over 20 million individuals and their caregivers with innovative blood glucose monitoring (BGM) systems. As the company prepared to launch a groundbreaking continual glucose monitoring (CGM) implant and app, they recognized the need to enhance customer service with advanced self-service, omnichannel support and customer journey analytics.

To meet these goals, the company embarked on a comprehensive three-year customer experience (CX) transformation program. Guided by a strategy focused on consulting, analytics, technology, and digital solutions, they identified key opportunities to elevate the customer experience.

This transformation improved service quality and reduced costs as well as strengthened customer loyalty by delivering seamless, data-driven care experiences.