[Forrester Report] Drive Revenue, Please Customers By Connecting Customer Journeys

Regardless of language, device, or channel, enterprise companies need a complete omnichannel solution with a holistic view of their customers’ journey across all touchpoints. Five9 has uncovered a timely report from Forrester that shares key findings on how to leverage contextual data in the contact center to help repair disconnected journeys between self-service and agents.

This Forrester report covers the technology landscape and organizational best practices needed to support a more seamless, omnichannel customer journey, whether it is in email, a phone call, or a video chat.

Here are some interesting statistics covered in the report:

• 52% of US online adults are likely to abandon their online purchases if they cannot find quick answers to their questions
• 72% of US online adults said that valuing their time is the most important thing a company can do to provide them with a good online customer experience
• By supporting a wide array of touchpoints, companies are able to maintain a 90% daily engagement rate

The key takeaways from the report include:

• Improvements in self-service drive tougher requests to the contact center
• Poor coordination across touchpoint stakeholders impede customer journey
• Migrating to a more standardized architecture supports cross-channel integration

True service differentiation requires businesses to recognize the demands of today’s omnichannel consumer and requires a fully integrated approach across the entire customer journey. Enjoy the read.

Download your copy of the full report here.

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