The increasing popularity and importance of social media in the recent years has created a growing gap between modern, internet savvy consumers and traditional advertising. Since old tried and tested
In an age of readily available feedback on sites like Yelp and Facebook, consumer conversations, or word-of-mouth recommendations, client happiness and empowered employees are the pillars of growth in
Consumers are adopting new technologies faster than ever, and their expectations of companies are rapidly increasing. For example, in a global market study 73% of respondents stated that even when a c
In an age when customers have access to vast amounts of data about a company, its product and its competitors, customer experience becomes increasingly important as a sustainable source of competitive
Phase 3 of digitalisation has started. A phase of artificial intelligence has revolutionised the buying behaviour of customers: collecting information, the buying process and customer service have cha
