The Evolution of Customer Engagement
Customer behavior has changed. Customers today use significantly more channels of communication to engage with companies. When they shop, the convenience of online access has led them to be more demanding because they can go elsewhere with a few clicks. They expect service to be personalized and their issues to be resolved fully at the first contact. In addition, they often prefer to deal with companies through their mobile devices and are more willing to use self-service than in the past.