This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar
Summary: Collaboration is one of the 5 key components of omnichannel user experience. Collaboration between normally disparate devices or channels creates new ways to interact.
When users engage with an organization through a specific channel, that interaction is often just one part of a larger customer journey they undertake to complete a goal. Today’s users often complete their customer journeys using many different channels and touchpoints and expect perfect synchronicity among all these points of contact with the business. So, even though the experience on each individual channel can be stellar, if transitions across these channels are difficult or these experiences are inconsistent, the overall experience will suffer.
Our user research on omnichannel customer journeys identified 5 key elements of a high-quality experience:
This article discusses how collaboration can enrich the omnichannel experience.
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This content originally appeared on NN/g latest articles and announcements and was authored by Kim Salazar
Kim Salazar | Sciencx (2021-04-25T16:00:00+00:00) Collaboration in the Omnichannel Experience. Retrieved from https://www.scien.cx/2021/04/25/collaboration-in-the-omnichannel-experience/
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