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The NICE inContact Blog

Read more blogs by Mike Harwell

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Digital First Omnichannel will Dominate

I don't know if the retail industry invented the term omnichannel but it was the first place I can remember hearing the term. The term was intended to capture the fact that, until then, you could deal with a single brand that had both brick-and-mortar and online stores, but the customer experience was as if they were...