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Deloitte Digital business obstacle: Omni channel service distribution

Key facts and trends

If in recent decades, global economic actors used traditional physical offices and desks to propose products, services and advices to customers. The trend today from a customer point of view is to use multiple channels to get an augmented level of benefits, consequenlty the emergence and growing importance of online channels is linked to the declining use of those desk/physical office channels.

In the short term "online" will represent a larger volume of transactions such as update of customers’ details, exchanges of data, forms and submission of declarations. When most companies are today in a brand-centric approach, the future will be responding to a consumer-centric approach as it becomes critical to meet the customers expectation. In parallel to online services, the mobile devices are becoming the nerve to make the customer transactions a reality and are expected to grow even more robustly over the coming years to get access to services, information and exchanges. Omni channel is a word that rose in the last years and is concerning a new critical way to satisfy customer experience. It has nowadays become a necessity to be available for its clients, wherever he is and whatever he needs.


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