Latest from Tom White

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What One Million Customers Reveal About Omnichannel Customer Service

Omnichannel customer service has one test: when a customer switches channels, does their history follow? The number of channels a platform offers says nothing about it. A platform that offers five channels but loses the customer’s history at each switch is multichannel, not omnichannel. Read More

Contributor Content

The Limits of Optimization

The thesis that made two decades of technology investing look smart was actually pretty simple: a lot of industries were… Read More