Written for businesses looking to support customers’ growing use of digital channels while delivering optimal telephony service, “The Inner Circle Guide to Omnichannel (2023-24)” is an independent analyst report that covers:

  • Service cost per channel
  • Customer channel usage and preference (present and future)
  • Web chat, email, social and messaging performance benchmarks
  • The rise of video and messaging as new channels
  • Breaking down the barriers to omnichannel
  • Personalised omnichannel service and the effect of analytics
  • Tips for omnichannel success.


“The Inner Circle Guide to Omnichannel (2023-24)” is available for the US and UK. 



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