Module 6: Omnichannel Strategy That Actually Works
Learn why consistent CX across every touchpoint matters, and how embracing context continuity and an omnichannel mindset helps brands avoid silos and build lasting customer trust.
30m
4 lessons
ADVANCED
Instructor
Stacy JustinoAbout This Course
Your customers don’t see "channels"—they see one brand. Yet, most companies deliver a fragmented mess where customers are forced to repeat their stories every time they switch from chat to email. In this module, Stacy Justino (Product Support Manager at PetDesk) breaks down how to move beyond "multichannel chaos" to build a unified strategy that drives 91% higher retention.
What You'll Learn
- Practical frameworks you can apply immediately
- Real-world strategies from industry experts
- Step-by-step guidance with examples
- Downloadable resources and templates
Course Content
4 lessons • 30m total
1. What Customers Actually Expect from Omnichannel
76% of customers expect a consistent experience. Stacy Justino explains why omnichannel isn't a tech problem, but a promise. Avoid breaking trust by passing customers between silos. Learn to maintain "context continuity" so your customers never have to repeat their issues to you.
6:302. Smart Channel Strategy: Choosing & Scaling the Right Mix
More channels don't equal better support. Stacy reveals her "Task-to-Channel Matching" framework to determine which issues belong on voice, chat, or help centers. Use data to build a roadmap that balances customer needs with operational overhead and avoids unnecessary tool complexity.
8:523. Omnichannel Enablement: Building the Right Team, Stack, and Routing Logic
Great omnichannel support requires intentional team design. Stacy dives into the CX stack—from CRM profiles to skill-based routing. Learn how to staff for real-time vs. asynchronous channels to maintain a 95% CSAT while reducing cognitive load and preventing agent burnout or stress.
8:294. Measurement That Matters: KPIs & Dashboards for Omnichannel Success
Stop measuring tickets in isolation. Stacy shifts the focus to the holistic journey, introducing KPIs like "Channel Switching Rate" and "Average Resolution Journey Time." Build dashboards that tell stories of revenue impact and loyalty that the C-suite simply cannot afford to ignore.
7:06
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