The Inner Circle Guide to Omnichannel (2023-24)

The definitive analyst report looking at the current reality of digital channels, customer channel preference vs usage, and the steps to be taken to move to an omnichannel environment. Includes: volume, growth and cost of digital channels compared to voice; chapters on email, web chat, SMS, social media, self-service, WebRTC and messaging. UK and US editions. Free to download. Updated July 2023.