[{"@context":"http:\/\/schema.org","@type":"Article","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#Article","articleBody":"We all know it\u2019s a pain to repeat yourself on a customer service call. We want the phone rep to know about our order history, the conversation we had with live chat, and the email we sent last week. That expectation doesn\u2019t change as we add more channels and devices \u2013 consumers want every interaction to be part of a single, seamless conversation.\nThis type of omnichannel communication strategy is challenging for businesses. But the communication issue doesn\u2019t start and end with the customer. Employees, suppliers, and vendors all interact with the organization on multiple channels, across devices.\nIn this episode of Tech Unknown, our guests explore the potential of an integrated, holistic communication strategy. They share inspiring success stories and discuss the steps you need to take to get started.\nListen, learn, leap: An omnichannel communication strategy opens up new business\nBusinesses need a comprehensive communication strategy and the technology to make it work. We need to stop thinking of the \u201ccontact center\u201d as its own island and approach the entire organization as a potential customer contact center.\n \nThe case for omnichannel personalization: Beyond the sale\n   Omnichannel personalization is the new frontier. Here, we explore how brands can build customer loyalty by delivering personalized experiences on the channels that matter most.  \nThe benefits of getting it right range from improved customer experience to discovering brand-new lines of business.\nDuring this episode, our guests explore what businesses can do to develop their communication strategy, including:\nHow communications-platform-as-a-service works to enhance communication\nHow better internal communication can drive better customer experience\nHow improved communication leads to real, measurable business results\nAbout our guests\nColin Shaw\u00a0is the founder & CEO of Beyond Philosophy LLC. He has written\u00a0seven best-selling books\u00a0on customer-driven growth and hosts the\u00a0Intuitive Customer podcast.\nRohit Tripathi\u00a0is the head of products, SAP Digital Interconnect. He is a dedicated professional with a global outlook on communications and technology.\nPekka Porkka\u00a0is the head of development for contact center products, SAP Digital Interconnect, with over a decade of experience in marketing and communications.\nWords of wisdom about omnichannel communication\n\u201cThe key is to proactively start to communicate with customers and anticipate what the customer requires. That means you understand it\u2019s not just rational; it\u2019s emotional, it\u2019s subconscious, it\u2019s psychological, and you\u2019ve thought about all of these things.\u201d Colin Shaw\n\u201cAs businesses think of digital transformation, they need to keep communications front and center and channels of engagement at the heart of that strategy.\u201d Rohit Tripathi\n\u201cThis is what we call the \u2018company as a contact center\u2019 concept. The contact center is not an isolated island. Instead, the entire organization is equipped and incentivized to contribute to customer experience and drive customer satisfaction.\u201d Pekka Porkka\nYou can subscribe to\u00a0Tech Unknown\u00a0here:\u00a0Apple Podcasts\u00a0|\u00a0Stitcher\u00a0|\u00a0Google Play.\n\u00a0\nYour customers are managing 85% of their relationships online. Learn how omnichannel CX can provide everything they want \u2013 and more \u2013 HERE!","author":{"@type":"Person","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#Article_Person","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#Article_Person_ImageObject","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/uploads\/2020\/07\/Tamara-McCleary-150x150.jpg"},"name":"Tamara McCleary","sameAs":["https:\/\/twitter.com\/TamaraMcCleary","https:\/\/www.linkedin.com\/in\/tamaramccleary\/"],"url":"https:\/\/www.the-future-of-commerce.com\/contributor\/tamara-mccleary\/"},"dateModified":"2021-10-08T16:00:57+00:00","datePublished":"2020-12-11T06:16:03+00:00","description":"An omnichannel communication strategy is essential to improving the customer and employee experience. Here's how you can get started.","headline":"How to build an omnichannel communication strategy","image":{"@type":"ImageObject","@id":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#Article_ImageObject","height":"630","url":"https:\/\/www.the-future-of-commerce.com\/wp-content\/uploads\/2020\/12\/FCEE61_Omnichannel_HB-1200x630.jpg","width":"1200"},"mainEntityOfPage":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/","name":"How to build an omnichannel communication strategy","publisher":{"@type":"Organization","@id":"https:\/\/www.the-future-of-commerce.com\/","additionalType":"https:\/\/www.wikidata.org\/wiki\/Q1193236","description":"Relevant, timely information & analysis on commerce trends, both consumer-facing and B2B.","logo":{"@type":"ImageObject","@id":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","height":"96","url":"https:\/\/23x6xj3o92m9361dbu2ij362-wpengine.netdna-ssl.com\/wp-content\/themes\/hybris_foc\/assets\/images\/layout\/logo-new-2x.png?_=1","width":"500"},"name":"The Future of Customer Engagement and Experience","sameAs":["https:\/\/podcasts.apple.com\/us\/podcast\/a-call-for-a-better-experience\/id1479742201","https:\/\/twitter.com\/FutureOfCEC","https:\/\/www.linkedin.com\/groups\/4844282","https:\/\/www.the-future-of-commerce.com\/feed\/"],"url":"https:\/\/www.the-future-of-commerce.com\/"},"url":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#Article"},{"@context":"https:\/\/schema.org\/","@type":"BreadcrumbList","itemListElement":[{"@type":"ListItem","position":1,"name":"2020","item":"https:\/\/www.the-future-of-commerce.com\/2020\/#breadcrumbitem"},{"@type":"ListItem","position":2,"name":"12","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/12\/#breadcrumbitem"},{"@type":"ListItem","position":3,"name":"11","item":"https:\/\/www.the-future-of-commerce.com\/2020\/\/12\/\/11\/#breadcrumbitem"},{"@type":"ListItem","position":4,"name":"How to build an omnichannel communication strategy","item":"https:\/\/www.the-future-of-commerce.com\/2020\/12\/11\/how-to-build-an-omnichannel-communication-strategy\/#breadcrumbitem"}]}]