Today, many customers expect businesses to communicate over their preferred channel. But implementing and managing channels is complex and hard to do — especially as new channels and touchpoints continue to emerge. To ensure success, it’s crucial to use the right channel at the right moment for your customers. In this ebook we provide an overview of core channels and the fundamentals to help you strategically enhance your customer experience.

• Choose the right channels for your CX program.
• Identify where to measure your customer experience.
• Incorporate channels in your business for better customer engagement.