Check out this 2 minute assessment, then share with your colleagues and ask them to do the same. This will give you a good benchmark to see how aligned you are internally before starting to look at the customer journeys.
This year it's predicted that digital volumes (42% overall) will overtake phone interactions in contact centers. Consider adding more digital channels to meet the needs of your customer base.
With these additional channels you desperately need to share data across channels, or your customer's digital journey will be a patchwork quilt of frequently restarted conversations. Dimension Data reports that 70% of contact centers can track the customer journey, but only 36% can track this journey across multiple channels.
How well do you support the digital customer experience across channels? Take this quick assessment to find out.