2. Omni-Channel Experiences
No one can ever imagine that businesses will be able to employ a multi-channel approach to connect sales, marketing, and customer service platforms ten years ago. But today, almost all businesses create omnichannel customer experiences that connect customer interactions in multiple channels (e.g. social media, smartphone, chatbots) as part of one unified customer journey. To put it simply, the omnichannel approach enables customers to begin their experience with your brand in one channel and continue it on another channel seamlessly.