The Prospect of Omnichannel Customer Experience in Regulated Industries

The Prospect of Omnichannel Customer Experience in Regulated Industries

In retail and consumer industries in particular, brands and firms can seamlessly engage with their clients through applying data and automation techno

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In retail and consumer industries in particular, brands and firms can seamlessly engage with their clients through applying data and automation technological provisions. This technology is known as Omnichannel customer experience and allows interaction with customers from any device, anywhere at any given time.

Just recently, the world witnessed the short-lived demise of Google Compare. In reality, this goes on to confirm that Omnichannel is not just about digitization of the entire customer experience but should also be flexible enough to incorporate the appropriate channels to satisfy diverse customer needs at every individual stage.

This short-lived tenure in the financial market scene of Google Compare reiterates the solid truth that customer value is more than just price or expediency, but that some solutions are best delivered by experts who can promote up-close interactions with clients both on and offline over all channels, particularly relative to financial products such as mortgage and insurance.

Nonetheless, this does not exempt up-close industries like healthcare, finance or even governments since this innovative digital economy wave is set to continually accelerate especially with the ever-evolving technology and shifting behaviors and expectations of customers.
Unlike before where the decision to purchase was driven by the service provider, the new connected, knowledgeable and empowered breed of customers insist on being in total control of their purchase decisions. For example, it is now a common characteristic to see shoppers consulting their social media networks, product reviews and other online provisions prior to settling for a product.

Recent times have seen customers aligning themselves with brands and firms that provide incessant consumer experiences both offline and online since they satisfy their increased reliance on real-time interaction and contact with services and products.

Try and recall your last interaction with a doctor, a financial consultant or even government representative. Odds are that it was within these three provisions-phone, archaic web interface that mandated use of a password or in person. Nonetheless, if it was up to you, the likelihood is that you would be more inclined to seamless interaction dictated by your terms, why? Since in respect to consumer brands, this is the type of experience you are familiar with.

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