“Technology has empowered the consumer, putting him in the driver’s seat 24/7. In other words it is the customer who decides when and how to interact during a business relationship. This could be with a bank, an insurance company, a telecommunications organization a utilities group or any other entity. However if a consumer receives a message that is not relevant to him, or via the wrong media or at the wrong time, his customer experience will be far from optimal.
How can enterprises deal with this?
I believe that multichannel communications is a major part of the answer as it enables companies to reach out to customers via their preferred channel, whether it be on paper, a smartphone, laptop or other device. Henri Dura, Managing Director, Neopost Document Solutions and CEO, GMC Software Technology.