Johannesburg, 15 Apr 2016
Omni-channel versus multi-channel - what is the difference?
Business today, regardless of sector, is conducted via multiple channels, among them: digital; mobile; voice - through call centres and, of course, bricks and mortar outlets. This is multi-channel.
What is omni-channel, and why is it so important?
Omni-channel accommodates the reality that more than one channel is used in a single sale and that the customer must receive a consistent experience across all channels used.
Omni-channel has become a buzzword clouded in hype with businesses incorporating it into their market strategies but mostly failing to answer the glaring question of: when, or even how, digital and virtual channels will become more important than physical channels?
The answer to this question is - NEVER!
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