Multi-Channel Strategy Development

With the introduction of new customer interaction channels and the resulting complexity of the multi-channel environment, an integrated multi-channel strategy is of increasingly high importance to the customer experience industry.The delivery of an integrated channel strategy infers the delivery of a personalised customer experience across customer interaction channels including face to face, voice, online, social, mobile and correspondence.

Let Fifth Quadrant be your CX starting point!

The Methodology for the Development of a
Multi-Channel Strategy Includes: 

  • Customer Channel Preference Research Findings

  • Current State Assessment - including cost to serve assessment by channel

  • Channel Audit

  • Future State multi-channel model by enquiry type

  • Cost Analysis and identified savings

  • Implementation Roadmap

  • Recommended KPIs per channel

    Let Fifth Quadrant be your CX starting point!

A Fifth Quadrant Multi-Channel Strategy and Roadmap Report Includes:

  • Customer Channel Preference Research Findings

  • Current State Assessment - including cost to serve assessment by channel

  • Channel Audit

  • Future State multi-channel model by enquiry type

  • Cost Analysis and identified savings

  • Implementation Roadmap

  • Recommended KPIs per channel

  • Fifth Quadrant then may assist in managing the implementation of improvements or advising an organisation on implementation.

    Let Fifth Quadrant be your CX starting point!
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Penrith City Council

CQ_University_Case_Study.jpg

CQU (Central Queensland University)

Life_Line_Case_Study.jpg

Lifeline Australia

McWilliams_Wines_Case_Study.jpg

McWilliams Wines

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See our work in action

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