05/27/2016
"John Caruso, partner and creative director at digital experience agency MCD Partners, believes that this always-on environment of multiple channels puts incredible pressure on brands to keep up. People "expect first-contact resolution for all their problems," he said. "You pick up your device and you expect it to get resolved right away. Across all devices and platforms and services, customers expect it to all just work."
Read the research summary post and interview at: https://lnkd.in/etHEZ8k
The increasingly connected world we live in continues to drastically alter the relationship between brands and their customers. Arguably this change is most obvious in the growing expectation for always-on, real-time interactions across any device. More often, newer, disruptive entrants—not in...