Tag: omnichannel
Chat, email, phone: AI still doesn’t manage them as a unified whole
51% of customers are willing to use a GenAI assistant to handle service interactions. 91% of customer service leaders are under pressure to implement AI across all channels. But orchestrating chat, email, and phone into a single intelligent workflow is harder than it looks.
Omnichannel pharma in Italy: the paradox of the 64% F2F
Veeva Pulse 2025: 78% of global HCP interactions remain face-to-face. In Italy 64% of impactable sales come from direct contact, the highest share in EU5. Across Health measures that European HCPs want remote engagement at 60% and receive it at 40%. What it really means to orchestrate in a market that remains F2F-dominant.
