We are living in the era of constant digital bombardment –– social media alerts, push notifications, messages, unsolicited emails, robocalls, and bubble chats coming from all sorts of apps and websites. One study found that users receive on average over 63 notifications per day. Trying to keep up with all this information is causing a wave of communication burnout.
Hence, consumers seek out more personalized, real, and authentic conversations. Consumers expect businesses to meet them where they are, whether it is through the front office or the storefront, the website or the customer service line, over text, email, or social media. Companies need to know how their customers engage to provide a consistent and agile experience. This engagement consists of all the touchpoints that organizations define with their customers, from marketing and sales to service and support.
