Unhappy customers are able to leverage social media and other channels to communicate their unhappiness, and these can quickly have a material impact on a company’s ability to compete. Additionally, many clients are engaging over multiple channels in rapid succession including web, stores/branches, call centres and the phone. This complexity is incredibly difficult to manage at scale. Significant investments in information and digital capabilities are being made to allow organizations to optimize and automate many parts of the client experience and at the same time significantly reduce day to day operational costs.
