Let’s clearly distinguish omni-digital and omni-channel

One of today’s greatest stakes to retain customers’ loyalty, who are becoming always more fickle, is offering personalized and seamless customer care. Even though individualisation has established itself as a prerequisite for quality customer care experience, companies still need to pay close attention to users and consumers on every channel.  ..

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How to Build Customer Relationships long after onboarding

Customer Service relied on the “Relationship” to smooth the way; Customer Experience gave us good governance. Now with the advent of all of the above, we do need a “Customer Success” methodology built into the business that with technology will assist in building relationships long after onboarding and the “Honey Moon” period.  ..

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