Managing Content & Channels

107 – The Role of Self-Service Portals in an Omni-channel Environment

May 2, 2017 9:30 am - 10:20 am

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David Stabel

With the broad range of digital communication channels available today, consumers increasingly prefer to take communications into their own hands, taking control of what, how and when they interact with the business. More and more, enterprises seek to reduce costs and improve customer experience through self-service portals. Such portals typically support multiple channels. The purpose of this session is to provide an industry-wide view on how self-service portals can contribute to omni-channel customer communications. This session will also showcase an example from a major telecommunications provider that is using self-service portals as part of its business model.

You’ll return to your organization with:

  • Industry research on established self-service portals for customer communications, some of which are disrupting customer-facing implementations (where the customer directly engages/communicates with the business)
  • The self-service capabilities that go beyond providing access to business-critical customer communications
  • An understanding of the challenges for self-service portals that are siloed from other business areas, such as the customer help desk

Portals, Omni-Channel, Customer Communications, Customer Experience, Telecommunications