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Technology has empowered the consumer, putting him in the driver’s seat 24/7. In other words it is the customer who decides when and how to interact during a business relationship. This could be with a bank, an insurance company, a telecommunications organization a utilities group or any other entity. However if a consumer receives a message that is not relevant to him, or via the wrong media or at the wrong time, his customer experience will be far from optimal.
Customer communications are evolving rapidly. New technologies are in the spotlight as organizations make the transition to a world in which social media, mobility, data analytics and cloud computing (known as SMAC) begin to take center stage. So if enterprises really want to maximize the impact of digital communications they need to acknowledge SMAC trends.
You may have already decided you need to invest in a multichannel communications platform. Or maybe you are not so sure. There is no single solution to suit every business. But if you decide to make multichannel communications part of your overall business strategy you will be able to ensure that all the necessary elements of your customer communications are adapted to suit your budget and expectations.
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