ANALYST REPORT
Transcend Omnichannel Thinking and Embrace Multiexperience for Improved CX

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"Omnichannel has been around for a long time, yet most organizations have not delivered on its promise of a unified customer experience. Instead of chasing channels, application leaders should embrace multiexperience for great CX by addressing new digital touchpoints and interaction modalities."
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Source: Gartner: Transcend Omnichannel Thinking and Embrace Multiexperience for Improved CX, Jason Wong, Don Scheibenreif, Gene Phifer, February 17, 2020
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