India, May 23 -- "We offer an omnichannel customer experience"-a claim we've all heard countless times. The word 'omnichannel' has become a catch-all phrase, often mistaken for 'multichannel,' which can leave both businesses and customers feeling a bit confused.

But let's take a moment to clarify. Omnichannel isn't just another industry buzzword-it represents a paradigm shift. While multichannel strategies involve interacting with customers through various channels, they are channel-centric and only scratch the surface.

Omnichannel customer service takes it a step further by seamlessly integrating these channels to create a unified and cohesive experience.

So, why does this matter?

Addressing Fragmented Channel Strategies And Inconsis...