Often, companies use crosschannel, multichannel, and omnichannel to describe the same phenomenon in customer experience (CX). There are currently no clear definitions of these industry terms, and whats worse is that they all mean different things to different people and different organizations.
What everyone does agree on is that these terms focus on customer-centric strategies that represent different types of interactions a customer has with a business, aiming to provide the ultimate CX. Heres a foundation for us all to reach a common definition:
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