Two years ago, Forbes declared the future of digital commerce as omni-channel. If you have a website and a customer service phone line, you are already a multi-channel business. But what is omni-channel, as opposed to cross-channel, and what implications does it have on your UX strategy?
Cross-channel experiences describe customers who use different channels for engagement with a product or service. Omni-channel extends cross-channel engagements so the experience ‘loops’ continuously across channels in-line with the customer’s motivation and habits. With Omni-channel experiences, the customer may use multiple channels at the same time.
The need for omni-channel UX has arisen because connected consumers are now interacting with brands in evermore varied and unpredictable ways,...read more
By Danny Bluestone