2020 Trends: True Omnichannel

In our 2019 Contact Center Trends, we had an omnichannel paradox, where:

  • Trend #2: True Omnichannel Arrives…
  • Trend #9: Companies Will Finally Realize True Omnichannel and Then It Will Disappear

Alright, so you’re probably thinking, “What’s up with that Bright Pattern?” What we were conveying is that over the past year, the CX market would finally see companies adopt cloud-based, omnichannel conversation capabilities in their businesses and a customer’s journey from one channel to the next would be seamless, like it was all one channel.

For 2020 and beyond, we foresee expanded omnichannel conversations that are more contextual in nature with lower effort. Similar to context marketing, which accounts for your location, device, or other criteria, contextual omnichannel CX can offer a more defined framework to strengthen customer relationships.

One example is how Instacart not only provides updates via SMS/text, but also offers a real-time road map showing where the driver is in relation to your address. Also, Amazon sends pictures of packages delivered to customer’s doorsteps. Adding context to omnichannel CX provides a great benefit to the customer and we don’t see this slowing down any time soon. In fact omnichannel conversations will continue to evolve to be so seamless that eventually the siloed channels will disappear.

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