Delivering seamless, personalized customer service across all channels has become the ambition of every forward-looking company of late. But meeting the high expectations of customers can be challenging when their information is scattered throughout a company. With GDPR, customers are also guarded about what information they’re willing to provide.
In this Nortal podcast, Olli Linnainmaa, Senior Development Manager at Telia, along with Nortal’s Senior Revenue Science Consultant Kati Manninen, discuss what omnichannel customer service means in practice and the hurdles that have to be overcome to achieve it. They additionally examine how technology is shaping the way omnichannel is being implemented and how new tools, such as chatbots and AI, could play an increasing role in the future.
The podcast is in Finnish.