An omnichannel experience is what every customer expects and what every telco aspires to deliver. Telcos must not only identify what it takes to deliver cohesive, connected and continuous multi-modal omnichannel experiences, but they must also discover the secrets to quick value realization and navigate the labyrinth of transformation pitfalls along the way.
To achieve a consistent omnichannel experience, business units, processes and systems must be integrated where everyone and everything talks to each other and operates as a single unified unit. While the front-end experience must exude simplicity to the customer, behind the scenes this requires ultimate sophistication. People, processes, systems and technology (both front-end and back-end) required to achieve this, must all be orchestrated together in a concert like never before.