The UK is currently in the midst of one of the most pervasive, disruptive periods of consumer behavioural change it’s ever experienced.
A key component of this is the shift in expectations around communication, especially with regards to interacting with brands. Customers no longer want brands that offer communications channels, they want brands that offer convenient solutions.
In this whitepaper we reveal what's driving behavioural change, and what brands must do to keep up.
- Why there's currently a customer service gap between what consumer opinion of brands' communication offerings and what brands think of themselves.
- Why omnichannel communications is essential but often misinterpreted.
- The role of single communication platforms in helping brands bridge the gap.
- The prohibitive nature of silos of engagement.