The majority of organisations find it incredibly hard to deliver on this expectation

The good news is that this represents an opportunity: exceptional and effortless customer experience will give you a competitive edge in today’s marketplace.

A journey between your channels needs to feel seamless. Customers don’t care that your website only syncs every three hours with your complaints handling system – if they follow up a web enquiry with a call, you need to have answers.

Read our guide to understand the five essential factors to help align your online and offline customer experience.