Still wondering that people still think that the channel is important. CX isn’t a new topic, meanwhile it should be clear that the channel thinking approach is wrong.
It is important to listen and understand the interest, need and / or pain of the customer. This needs to be done cross-channel and on a 1:1 base. There is much coincidence which channel each customer is using at different times.
The channel is just the transport medium, not the solution.
We do have 2020 and in times of Corona the focus on true #CX is really important. To important to wast time.