The ways in which customer experience has transformed the way we do business is essential. Understanding the models and strategies behind the most successful companies is just one way of progressing through the customer experience landscape.
The two most common methods are omni-channel and multi-channel approaches. While both of these strategies revolve around the customer at as many touchpoints as possible, their consistency and success differ greatly.
Below is how these two strategies differ, and which experience is better for your customers.