Today’s customer is always-on – accessing multiple channels via several devices every day. For quite some time, these modern, always-on customers have been a catalyst for digital transformation within businesses. The implications of the COVID-19 pandemic only accelerated customers’ desire for digital interactions, while also shining a spotlight on if and how enterprises can adapt and change.
Unfortunately for many businesses, legacy systems have created roadblocks and prevented agility, making it difficult to meet customers’ growing expectations. This is leading businesses to rethink the technology they use to engage with customers, especially as it becomes more necessary to shift from one-way, transactional communications to meaningful, two-way customer conversations.