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Sharpening Your Omni-channel Service Strategy  63 min

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Webinar Details

Wow — it’s amazing how fast a decade, year, quarter, month, or even a day can change the ways in which we service our customers! The demands we are presented with in today’s ever-changing service world can be difficult to manage. With the evolution of technology moving at the speed of light and alternative service channels like the Internet of Things (IoT), Self-Service, and SMS in high demand from customers, it can be challenging to adopt and execute on a true Omni-channel approach.

During this webinar, we will explore alternative channels like IoT, Self-Service, and SMS messaging — in addition to the core channels like phone, email, and chat. We will discuss how a true Omni-channel strategy can help you retain customers, promote upsell/cross-sell strategies, drive down Opex, and make your team more efficient and effective.

Join our webinar to learn more about:

  • Omni-channel industry trends and the rise of alternative service channels like IoT, SMS, and Self-Service
  • The CRM “Omni-channel of things” maturity curve
  • CRM and Omni-channel benefits and retention best practices
  • How to deploy CRM for Omni-channel service


Kate Leggett 
VP, Principal Analyst
Forrester Research

Alex Fagundes 
Director of Architecture

Greg Moser 
Practice Director