In this specially commissioned analyst report, Juniper Research explores how CSPs should set the right targets when designing an omnichannel solution, and also talks about what is needed for easy integration, and how success can be measured
Flexibility in cross-channel customer journeys is becoming the new norm, as also the need for comprehensive self-care functionalities. Customers also require a high degree of personalization, that can be enabled by the integration of AI into the omnichannel business processes.
The right toolset and technology will allow CSPs to develop a solution that fits both their current and future needs and allow them to stay competitive on the market.
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