Learn how omnichannel differs from multichannel and what a good omnichannel experience looks like. High performing teams are more than twice as likely as underperforming teams to be taking an omnichannel customer service approach, according to Zendesk’s Customer Experience Trends Report, 2020. Yet Zendesk findings also revealed that only 35 % of Benchmark companies have an omnichannel strategy in place. This gap represents a sweet spot where businesses can rise above their competition and differentiate on the basis of customer experience. Success starts with understanding how omnichannel differs from multichannel—and why that matters. It also requires a business to determine...