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Many customers expect brands to provide a channel-rich environment.

Users that communicate with companies in this manner are found to be of high-value with omnichannel customers thought to have 30 per cent more lifetime value than single channel customers. The reality is however that many businesses are scrambling to provide these environments, and are failing. In the Global State of Customer Experience 2019 report, surveyed 220 CX practitioners on their current stage of channel integration and only 7 per cent could say they provide an omnichannel model.As a result customers suffer through fragmented conversations that are riddled with disconnections. This omnichannel masterclass will empower viewers to create customer journeys and interactions that can flow across a range of contact channels. In this session, Â鶹´«Ã½Ó³»­â€™s senior director of product management will explore:

• Brand new engagement channels like RCS, WhatsApp and more
• How these channels can be powered by chatbots to automate customer conversations
• Traps to avoid when automating conversations
• Building an intelligent messaging strategy
• Implementing an omnichannel solution effectively
• How to pick the best messaging provider for your needs
• Creating a seamless experience with channel orchestration and message flow management
• The importance of reaching your customers in their channel of choice
• Offering your customers the right channel at the right time with preference management
• Save time and resources with the right communication platform

Panelists: