Today’s consumers are always on the go and constantly in a hurry. Customer journeys have become dynamic, as shoppers often jump from one channel to another, perhaps starting an order process online and finalizing in a physical store. The relationship between the CSP (communication service provider) and its customer has evolved to become much more personal than it used to be. Clients need to feel that their time is valued, that they can order personalized services, and that they will get a response to their enquires via their chosen channel.
This is why building a truly seamless customer experience requires telecoms companies to adopt an omnichannel approach, which ensures that all offers, sales and customer service processes, on any device and in any channel, are integrated.