In this age of digital innovation, consumers can reach out to organizations using any of the multiple channels at their disposal. While this proliferation of communication and support channels provides companies the opportunity to engage with their customers and build deeper relationships, the challenge is to integrate these channels to create a more seamless experience. Indeed, while the market is abuzz with plenty of talk around omnichannel, and despite many years of effort, it is still difficult for most organizations to achieve a true omnichannel customer experience. Recognizing this as an opportunity, companies have started making focused investments to enable a better omnichannel customer experience. In this research, we present an assessment of start-ups building capabilities in the omnichannel customer management space, primarily focusing on their capability, growth story, and investor confidence. The assessment is based on Everest Group’s ongoing research in the Customer Experience Management (CXM) space. The following information is analyzed and captured in the report: Market demand of omnichannel Customer Experience (CX) delivery: The study focuses on the value proposition of an omnichannel engagement and how several industry stakeholders have gone ahead with building omnichannel CX capabilities Assessment of key omnichannel CX start-ups: The study identifies and analyzes 90 startups, delivering customer experience services across multiple channels, to shortlist the top 14 trailblazers enabling an omnichannel CX delivery. The assessment was done using various parameters around investments/funding received by these start-ups, the market impact & success garnered, and the solution capabilities of the start-ups identified Detailed view of key omnichannel CX start-ups: The report also provides profiles of the 14 trailblazers, with a qualitative & quantitative commentary on their market success, solution expertise, and investor confidence Membership(s) Customer Experience Management (CXM) Services, including Contact Center Outsourcing

In the era of digital disruption, acquiring and retaining customers remains one of the main strategic objectives for brands in any industry. Firms can build competitive advantage by delivering exceptional customer experience across all channels. While accomplishing this can seem daunting initially – in reality, omni-channel customer interaction can be achieved with a comprehensive strategy and a well-planned approach. Everest Group’s two-part study on assessing the organizational readiness and implementing omni-channel will help firms take the right steps to deliver a consistent and superior customer experience across all channels. The first paper in this series – From Multi-Channel to Omni-Channel Customer Experience: A Checklist for Assessing Readiness to Make the Jump, discussed the people and technology considerations when pursuing an omni-channel implementation. This second paper delves into the detailed execution of an omni-channel strategy and identifies how to assess post-implementation effectiveness. This study focuses on answering the following key questions: What are the critical organizational success factors for transitioning to omni-channel customer care? How should companies approach their transition to omni-channel? What are the most efficient and effective methods and metrics to measure the omni-channel implementation? The checklist at the end offers guidance on managing the people, process, and technology elements critical to a successful omni-channel transition. Membership(s) Contact Center Outsourcing (CCO)

In this era of digital innovation, consumers can reach out to organizations using any of the numerous channels at their disposal. Organizations know they need to deliver an omni-channel contact center experience to ensure interactions are consistent and seamless across these multiple channels. However, despite many years of effort, it is still a challenge for most organizations to achieve true omnichannel customer experience. To address these challenges, organizations first need to understand the differences between "omni-channel contact centers" and "multi-channel contact centers" and the implications of those differences. This viewpoint is the first of a two-part study on omnichannel contact centers, and answers some basic questions related to omnichannel adoption, such as: What is the definition of an omni-channel contact center? How is it different or similar to a multi-channel contact center? What is the value proposition of pursuing omni-channel? What does an omni-channel strategy look like? What are the key technology and human capital considerations? What are the necessary first steps towards building an effective omni-channel program? It concludes with a checklist for organizations looking to pursue an omni-channel strategy to help them assess organizational readiness. Membership(s) Contact Center Outsourcing