Ditch Omnichannel Thinking: Use JTBD for CX That Works

JTBD > Omnichannel | TRUE Consistency

Table of Contents

• What Traditional Channel Strategies Fall Short

• Reframing Consistency with Jobs-to-be-Done

• Elevating the Abstraction: Designing Future-State Solutions

• Developing Your JTBD-Driven Consistency Strategy

• Job Consistency Trumps Channel Consistency

• Bonus Report

We've all been there. You wrestle with a chatbot, painstakingly explaining your issue, only to have to repeat the entire saga when you finally reach a human support agent. Or perhaps you found one answer on a company's website, but their mobile app tells a different story. Despite massive investments in "omnichannel" strategies promising seamlessness, these disjointed, frustrating experiences remain painfully common.

The hard truth is that many omnichannel efforts, while well-intentioned, are built on a shaky foundation. They focus on connecting the channels – the website, the app, the call center, the physical store – without fundamentally addressing why the customer is interacting in the first place. True consistency doesn…