In recent years, as new devices such as smartphones, smartwatches and tablets have entered the market, new interaction types between customers and organizations have also emerged. People are no longer constrained to the telephone, mail, or the web; nowadays, they can engage with an organization in many other ways, including:
- Mobile web
- Mobile or tablet applications
- Smartwatch apps
- Live chat
- Instant messaging
- Social-networking pages
For this reason, customer journeys are much more dynamic and interconnected than ever before. Today’s organizations must go beyond the business-as-usual mindset, in order to provide strategic solutions that meet the needs of their connected customers.
To create an effective omnichannel UX strategy, companies...