The customer experience model of today looks different than it did even five years ago, yet certain pillars of customer experience remain.
With the introduction of any new tool for customer engagement, you must strive to make experiences more personal, available and efficient.
Many organizations today struggle to implement new technology, while maintaining that human touch we all yearn for when dealing with organizations. To face this head-on, companies need to remember that innovations in technology should always augment the overall human element — not necessarily replace it.
