Why IVAs and AI Are Essential Puzzle Pieces in Your Omnichannel Strategy

(The Fast Mode) - Leaders in the customer experience (CX) space are familiar with omnichannel strategies. While the term itself isn't new, successfully implementing omnichannel CX support is challenging for many businesses and presenting new roadblocks. Research indicates that customers are split across different communication platforms, with 42% still leaning towards phone calls, and digital channels and emails sharing the rest. The data drives home an imperative: businesses must deliver seamless CX across channels and touchpoints.