In today’s highly connected world, the ability of companies to engage and interact with their customers has never been easier – or more difficult.
The days when consumers were content with communicating with an organisation during office hours via two or three channels of communication – face-to-face, telephone and mail or email – are long gone. Customers today prefer contextual, relevant and personalized real-time digital experiences. Uncoordinated and impersonalized engagements are ineffective and ignored.
Thanks to the almost ubiquitous reach of the internet and mobile technologies, customers expect to be able to interact with a company at any time, from anywhere. Increasingly, they also expect to be able to do so via the communications channel of their choice.