Omni Channel

Omni-Channel Program
Implementing an omni-channel program along every touch point of the customer journey — online, mobile, and
social — will help you understand the customer experience and act quickly to reiterate brand exposure and
increase customer loyalty. The Omni channel promise allows you to ask for feedback during your customer’s
experience or moment of truth, thereby allowing for shorter interactions or conversations than traditional long
feedback forms.
Creating and executing a well-designed omni-channel program may seem like a daunting task — and it just
might be one. Perhaps it would feel less daunting if organizations were to approach this as a journey toward
Omni channel feedback collection rather than a single project.