One of the topics that we set out to discover during out surveys past two years (note: take our survey this year, please? was whether organizations and practitioners were already on board with the concept of omni-channel. What we found out was pretty much in line with what we expected: it is too early for them to focus on it.
Considering more than half of consumers would pay more for a better customer experience and that it takes 12 positive customer experiences to make up for one negative one, quick, effective service should be top of mind for any business.
Are we getting near an industry breakpoint for the broadcast media and television industry? Macro forces are forcing a collision between the Internet and the world of video and television content distribution. This transformation may last for a few good years until the industry fully reconfigure itself.