• 02 Multichannel Stages of Excellence

    Multichannel sales and service delivery is a hot topic. All the major retail businesses are talking about “Omni channel” delivery. Companies across all sectors have had a push to greater self service delivery and are now recognising the challenges of operating multichannel sales and service models of...

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  • 01 Self Service Effectiveness

    Why This Survey? In our work across industries we help organisations diagnose why customers are interacting with their “manned” channels like call centres and branches. In over forty studies in major organisations, we have found that customers...

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