Taming the Multichannel Monster

In my recent column for UXmatters, I talk about content and the cross channel, or multichannel, customer experience. Conversing well with customers through the web, email, voice, call centers, stores, and more is hard. If we’re not careful, we can create a frightening experience I call the Multichannel Monster.

But with some effort, we can tame the Multichannel Monster into a pleasant cross channel experience.

The goal?  To allow customers to converse effectively with your company whenever and through whatever channel they choose. For more, see my column “Conversing Well Across Channels.”

Special thanks to Breanne Beebe for the sketches!