CX Network：2025年应对全渠道挑战的新策略研究报告：数据和无缝体验的集成之年（英文版）

Today, the majority of customer journeys occur acrossmultiple channels and touchpoints, often transitioningbetween apps, websites and social media, pre-during-and post-purchase. Sometimes journeys alsoincorporate offine touchpoints and experiences.While multichannel is now a standard element of CX,the use of multiple unconnected channels does notdeliver seamless and cohesive journeys. This demandsomnichannelcapabiities More businesses are recognizingthis difference and making efforts to progr