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6 Ways to Improve Omnichannel Customer Experience

Lumoa

Buyers will get a connected brand experience throughout all channels, including physical outlets, e-commerce stores, social media pages, and even through SMS and push notifications. But omnichannel strategies utilize data from more than one source, which is often unstructured, fragmented, and not ready for analysis.

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The opinion of 6 experts on the future of contact centers in a post-corona world

Steven Van Belleghem

Currently, bol.com works with approximately 700 Service Experts mainly on chat and e-mail from home. Obviously, retail and e-commerce volumes are up, especially due to more customers ordering online. At the basic level, we plan to achieve efficiency through the automation of simple tasks that handle structured data.