Consumers have high expectations when engaging with brands, whether those brands are B2C or B2B. They expect companies they engage with to be omnichannel, engaging with them on multiple devices and all channels, with quality and consistent experiences across all channels. They expect immediacy for nearly everything from answers to questions with relevant content to personalized recommendations and contextualized offers. And they expect interactions with brands to be personalized based on their needs at the moment, not just on their broader needs.
Brands today are in a battle for the attention of their targeted customers against the best experiences those customers have ever had. To successfully compete, brands must now deliver superior experiences. Pandemics have even further accelerated the digital experience.
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