Forrester Research: Drive Revenue, Please Customers by Connecting Customer Journeys

According to the Forrester Research Report, Drive Revenue, Please Customers By Connecting Customer Journeys: Use Contextual Data To Repair Broken Journeys Between Self-Service And Contact Center Agents,* both the technology landscape and organizational best practices are needed to support a more seamless, omnichannel customer journey between self-service touchpoints and contact centers.

*Forrester Research, Drive Revenue, Please Customers By Connecting Customer Journeys, By Art Schoeller, April 19, 2017