Users engage with organizations across various channels, including the web, email, mobile devices, kiosks, online chat, and by visiting physical locations (such as storefronts or service centers). Any organization with a multichannel ecosystem should aim that independent channel interactions coordinate to create one cohesive, consistent customer experience.
Our user research on omnichannel user experience identified 5 key components of a successful omnichannel experience:
- Optimized for Context
This article discusses consistency in the omnichannel experience.
The Importance of Consistency in the Omnichannel Experience
As users move from channel to channel to complete a specific task or many different tasks over time, they are exposed to various channel...