Consumers expect information to be readily available no matter what channel they choose, and companies have provided access to this information via IVR, web, mobile apps, email, SMS, chat and in-person with live agents. The goal is a seamless experience for customers no matter which channel they select or how they move among channels. Panelists in this session critically examine how successful companies have been at providing a cohesive omnichannel experience, detail examples of broken experiences, and explore strategies for improvement.