2022: Focus On Omnichannel Customer Experience

As the digital economy continues to expand in Africa and around the world, more companies have turned to online platforms to promote their brands as well as engage with their customers.

However, they are under increasing pressure to meet the demands of online customers who value convenience over anything else. These customers expect a nearly perfect experience as they perform their online activities failure to which they look for better alternatives.

To meet the demands of online shoppers, companies are improving their digital platform experience. A significant number of them are using the omnichannel approach to improve customer experience.

With these developments, experts have predicted that the omnichannel approach will continue to expand in 2022.  The approach provides convenience by creating a seamless experience, whether customers are shopping on a desktop, browsing for items on a smartphone, or picking up items via click and collect services in a physical store. Businesses that invest in their omnichannel strategy will be in a better position to maximize sales and spur customer loyalty.

“Many companies do not have the resources or manpower to handle client conversations across a broad digital landscape. What’s needed is a single technological solution that has the capacity to manage all communication and serve as an end-to-end portal for the entire customer journey. By converging existing technologies, one platform could enable companies to track and collect crucial customer and customer experience data that can then be used to drive better business decisions and streamline issue solving. This is something businesses should investigate in the coming year,” James Bayhack, Sub-Saharan Africa Director at CM.com wrote in a blog post.

To follow experts’ talk on what the omnichannel customer experience has in store for 2022, register for CIO 100 The Year Ahead virtual event here:  https://bit.ly/3pVO4m1