Top-Performing Businesses Engage with Customers in a Mature Omnichannel Environment, New Survey Finds

ZURICH, Dec. 6, 2021 /PRNewswire/ — Mitto, a leading provider of global omnichannel communications solutions, today revealed the results of its State of Customer Experience survey, issued in conjunction with global research firm Demand Metric. Designed to take a pulse check of the relationship between a company’s omnichannel maturity and customer experience outcomes, the results point to how a complete and unified omnichannel strategy enables customer support and marketing teams to deliver impactful business results.

Specifically, these brands reported driving 3x higher likelihoods of excelling at customer experience and increasing revenue growth over the past year, and 4x higher likelihoods to increase customer loyalty, compared to companies with a less mature or no omnichannel strategy.

Digital Living and Heightened Consumer Demands Driving Omnichannel Needs
Consumer behavior toward brands has evolved as the pandemic has continued; 64% of marketers and 58% of customer support professionals

Article source: https://www.prnewswire.com/news-releases/top-performing-businesses-engage-with-customers-in-a-mature-omnichannel-environment-new-survey-finds-301436784.html