The Role of Messaging Platforms in Powering the Omniexperience

Crafting, building, and implementing an effective omnichannel strategy was once considered to be on the bleeding edge of customer management. Yet now it’s nothing more than table stakes – a must-have as opposed to a nice-to-have. Indeed seamless, interconnected brand experiences across all channels and devices are the expectation among modern consumers, particularly the younger generations who increasingly live and play in boundary-less digital worlds.

This demand for integrated touchpoints has paved the way for messaging platforms to thrive and emerge as pivotal components in the construction of any genuinely immersive omniexperience. And it makes perfect sense. These channels offer the opportunity to engage in instantaneous communication and drive hyper-personalised interactions – two pillars of best-in-class CX today. This guide delves into why these apps have become big business and why consumers expect brands to use them.

You’ll learn:

• The impact of messaging platforms on the customer experience
• Best practices for harnessing messaging platforms effectively
• Overcoming challenges in implementing these apps into a communication strategy
• The future of messaging platforms: emerging opportunities and trends

Written by:

Aymen Ismail, Head of Customer Engagement Solutions, smart Europe and Advisory Board Member, CCW Europe