Brands wants to connect with customers seamlessly across multiple channels in real-time. To meet customer expectations, modern brands must structure a skill to grasp and interact flawlessly through their customers' preferred channels. This requiresanalyzing every customer interaction in order to recommend the next action to fulfil customer's need and brand’s business objectives. Omni-channel marketing, sometimes confused with multi-channel marketing, carries integrated communications approach across digital and traditional channels to reach new customers and create a unified customer experience.

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