Your customers expect you to meet them on their terms, at their channel of choice, and at the time dictated by them. Businesses, on the other hand, are under immense pressure to map the non-linear journeys of their customers in order to consistently delight them. The shift to digital-first customer service has changed what customers view as an “effortless” experience. They expect businesses to be accessible — all the time, from anywhere. They want every interaction to be fast, empathetic, and personalized
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