Omni-channel Experience mentors
14 verified mentors who work on omni-channel experience. Book a 1:1 call about the problem on your desk this week. Your first call is free.
Customers do not think in channels, so the handoffs are where it breaks
An omni-channel experience mostly fails at the joins. The customer starts in chat, follows up by email, calls when nothing happens, and has to explain the problem three times to three people who cannot see each other.
The mentors on this page have run support across email, phone, chat, social, messaging apps and self service, and have had to decide which of those a team should offer at all. They have merged queues, rebuilt routing, moved phone volume to digital and back again, and set service levels that make sense across channels with very different speeds.
Bring the situation. A new channel you have been asked to launch with the same headcount. Customer history split across two or three tools. A chat queue that is really a phone queue with typing. Social messages nobody owns. A plan to add messaging and no idea what it will do to volume.
Most of these mentors will push you to run fewer channels well before adding more. Your first call is free.
What a omni-channel experience mentor helps with
- Deciding which channels to offer and which to close
- Keeping one customer history across chat, email, phone and social
- Routing and service levels that fit each channel speed
- Launching a new channel without starving the existing ones
- Staffing agents across channels, or deciding not to
- Moving volume to self service without hiding the way to a person
Mentors
Sarah Caminiti
FreeHead of Customer Service, US at abcam
Providence
CX leader passionate about aligning strategy and empathy to build lasting customer trust and impact!
Ilyas Wali
FreeGlobal Head - Customer Experience at Angara.com
Jaipur
Leader in CX Transformation and AI-Led Retention - CRM | Loyalty | Customer Journey | ORM | Luxury e-tail & retail | VOC | OmniChannel | Gems & Jewelry
Ira Shevelova
FreeHead of Enablement in Customer Care at Superhuman (formerly Grammarly)
Kyiv
15+ years building what makes customer care work: teams, quality, learning, knowledge, and workforce planning that keeps capacity aligned with demand.
Karthick JL
FreeFounder at Customer Success Compass
Chennai
CS & CX leader with 20+ years helping professionals, leaders and B2B founders scale retention, growth, leadership and customer centric strategies.
Haneen Yehya
FreeHead of Customer Experience at Naviparking
Dubai
I make sure CX is a shared strategy across the whole organization, then I go ahead and execute it.
Ty Givens
FreeFounder & CEO of CX Collective at CX Collective
Inglewood
CX leader with 20+ years scaling support teams and turning CX into a growth driver.
Stephanie Macoul
FreeCustomer Experience Consultant at Self-Employed
New York
CX leader skilled in scaling teams and tech, transforming customer experience into growth.
Faithfulness Obhiokhena
FreeCustomer Support Manager at First Connect Edge Limited
Lagos
Coaching support agents to team leads with tools, clarity, automation & real-life insight
Rita Saoud
FreeSenior Vice President at Horatio
Santo Domingo
CX-focused BPO expert with a passion for teaching, empowering teams, and driving process improvements. Dedicated to creating exceptional customer experiences through smart, scalable solutions.
Vigneshwaran Jagadeesan Pugazhent
FreeTechnology Architect at Independent Researcher
Richmond, Virginia
Contact Center - IVR - Automation and Implementation Expert. CX Load Testing Expert
Michael Wilson
FreeManager, Solutions Engineering at
Dunstable
CX-focused leader blending strategy, AI, and empathy to drive real impact for teams and customers.
Diego Cuevas
FreeSolution Engineer at NICE CXone
Olivehurst
Looking to unlock the right technology solutions tailored to your business needs? Let’s connect! In just 30 minutes let’s turn your technology vision into reality.
Showing 12 of 14. See all 14 Omni-channel Experience mentors in the directory.
Learn it, then talk it through
Questions people ask before booking
Is the first call really free?
Yes. One 30 minute call with any mentor, no card and no trial to cancel. Membership after that is one price for unlimited calls.
Is omni-channel the same as multichannel?
Not quite. Multichannel means offering several channels. Omni-channel means the customer and the agent see one conversation across them. Most teams have the first and want the second.
Can a mentor help us pick tools for this?
Yes. Mentors list their toolkit on their profile, so you can pick someone who has run the platforms you are comparing.
We are a small team. Should we be on every channel?
Usually not, and several mentors here will say so. Bring your volume by channel and they will help you decide where to focus.
Other ways to browse
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- Customer loyalty and retention19
- Employee Training and Engagement18
- Data analysis and insights17
- Customer Feedback and Surveys16
- Outsourcing16
- Intercom15
- Onboarding14
- Technology14
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Stop guessing. Ask someone who has done omni-channel experience.
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