Omnichannel communication now forms the basis of customer to business interactions across the globe with the days of single communication paths behind us. But why is omnichannel communication so important and is it getting harder for organisations to offer viable omnichannel customer experiences? Zendesk are one of the world's leading providers of customer service and support software and they examined why companies are looking to omnichannel to improve their CX provision. Their benchmark report analysed data from more than 45,000 of their customers in 140 countries and today we talk to them about the findings in detail.