Omni-Channel Experience By Stage In The Client Journey

Self-Service (no phone or in-person)

• Aware = 39 percent
• Apply = 37 percent
• Follow-up = 14 percent

Low-Touch Assisted Service (phone but no in-person)

• Aware = 10 percent
• Apply = 9 percent
• Follow-up = 43 percent

High-Touch Assisted Service (in person)

• Aware = 44 percent
• Apply = 53 percent
• Follow-up = 41 percent

Return to graphs: Omni-Channel Experience By Stage In The Client Journey