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Webinar

Digital-First Support: Best Practices for Omnichannel Success

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Fragmented systems and inconsistent experiences are eroding customer satisfaction and jeopardizing service revenue. In today’s tech landscape, dissatisfied customers don’t renew, expand, or advocate. This webinar will deliver actionable strategies to reverse that trend by leveraging AI to unify support, streamline operations, and align services with business goals—driving revenue, boosting retention, and reducing both customer and employee effort.

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September 24, 2025

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September 24, 2025
|
Pacific Time

Overview

Summary

Explore how AI-powered self-service, true omnichannel integration, and deep customer insights can reduce effort, boost retention, and align support with business growth.

Challenges

Based on the research, the webinar will address the top three pain points in customer support: fragmented support systems and lack of true omnichannel capabilities, the user experience crisis across all channels, and traditional support models as cost centers with insufficient funding. The webinar will provide actionable insights, frameworks, and strategies to help solve these challenges by introducing a Digital-First Support Model and Omnichannel Integration Framework, emphasizing User Experience (UX) Optimization Across All Channels, and guiding organizations to align Support with Revenue Objectives.

Key takeaways

The self-service surge

Customers increasingly prefer AI-powered tools, with traditional support channels now a last resort.

Rising expectations

Most customers demand responses within five minutes on messaging apps and assisted support.

Avoidance behaviors

Why customers bypass support channels altogether—and how to fix it.‍

Webinar speakers

Dave Baca

Director of Support Services Research, TSIA

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