The report discusses the importance of achieving a true omnichannel experience for marketers, which involves combining channel availability with customer centricity. The report highlights the need for marketers to leverage customer insights and intelligence to fully link every touchpoint along a customer's journey. However, marketers have faced challenges in connecting disparate channels, especially those outside of their control. The report suggests that companies need to address these gaps in order to provide a seamless and consistent customer experience across all channels.
