Brainsell said the new practice was designed to help clients “develop cost-effective ways of providing omnichannel customer experiences.” Hogan plans to provide clients with educational, informational, and technical resources to develop customer experience strategies and best practices; advise them on how to change work culture to be customer experience centric; and use business process analysis to identify weak areas in customer experiences. Other steps include devising client-specific plans for workflows and policies with multiple touchpoints in marketing, sales, service delivery; and support processes making product recommendations for omnichannel and customer service or support tools.