This year hasn’t gone as anyone expected (biggest understatement right there). COVID-19 threw a wrench in the year 2020, and every industry has felt its effects. Customer Experience is no exception. In fact, the CX industry has changed rapidly this year. Digital consumerism went through the roof and remote work became the norm.
The companies that have slid through 2020 with the fewest bruises are the ones that already had strong omnichannel systems in place. They built goals with the future of omnichannel in mind, and now they’re ahead of the curve. Consumers have gone completely digital-first–buying everything from groceries to furniture online–and a lot of companies are swimming hard to keep up. Though we don’t know what next year holds, it’s clear that omnichannel solutions are here to stay.
Here are four strategies to follow to keep up with the future of omnichannel.
1. Keep it personal(ized)