New possibilities
Face-to-face conversations now take place across oceans. Emails are sent from 35,000 feet. Critical transactions can be completed in your socks on the sofa. Say hello to today’s new conversations.
The rate of innovation across conversational technology has been rapid, opening up a range of exciting new opportunities for enhancing customer relationships.
If you’re able to grasp these opportunities, the very nature of these relationships can become increasingly positive – strengthening loyalty and creating a sense of real delight.
New challenges
Of course, there’s the flipside too. New possibilities often bring new challenges, and today’s relentless pace of change has left many organisations – and consumers – struggling to keep up. Too often, new technologies have been a barrier to – rather than an enabler of – great conversations.