Customer journeys in an omnichannel world
This article is part of a series of articles from the WARC Guide to customer journeys in an omnichannel world. Read more
If brands have learnt one thing from the COVID-19 pandemic it is the importance of the digital landscape, not just as a selling tool but as a platform to heighten the consumer relationship. In May 2019, 36% of customer interactions were conducted through digital channels globally, by June 2020 that had risen to 58%, and it is unlikely this will reverse even as we come out of the pandemic....