Today’s world is digital first; people expect seamless experiences delivering the knowledge and service-levels they require, at exactly the right time and place. Cutting-edge “as-a-service” firms have set new expectations for customer experience by connecting all their customers, data, and channels – then integrating analytics to ensure each interaction is seamless. They’ve built new digital business models centered on customer empathy, and have committed to knowing each individual, and adapting to their needs. That investment has been exceptionally popular, driving tremendous levels of awareness, loyalty, and growth.
