The New Rules of Engagement: How Digital Transformation has Changed the Channel Game

It’s no question that the year 2020 drastically shifted customer experience focus toward digital channels. While this trend had already been on the minds of forward-thinking companies for years, those who did not have a solid digital strategy in place were forced to adapt. Incorporating more channels into a digital strategy became a focus for leading enterprises, but customer’s quickly realized that a truly effortless customer experience was more than just channel choice, but rather channel optimization. In this whitepaper, learn about the different types of channel strategies, including opti-channel, as well as popular channels and supporting technologies.