This report looks deeper into the omni-channel customer experience, and explains why the transition from CSP to digital service provider (DSP) involves enhancing systems, modifying workflows, and redefining work center responsibilities. The report identifies how support of the omni-channel mindset does not necessarily mean a total systems replacement, nor must it mean spending vast sums of resources, protracted across months of new systems development effort. The report also explains how a process-oriented enhancement overlay, such as that provided by Dynacommerce, can be used within an existing systems environment to yield favorable customer experience results.