In today’s fast-paced market, customers expect more than just good service – they demand speed, transparency, ease of use, and a variety of communication channels when interacting with your organisation. Whether it’s emailing support through a mobile app, speaking to a representative over the phone, or using an AI-driven chatbot, each customer has their preferred way of engaging. For example, I may prefer using an online form through an app, while my mother values a personal phone call, and my son would most likely opt for a chatbot. This variety of preferences highlights how modern consumers expect flexible and accessible communication channels tailored to their needs. These expectations can also be shaped by differing demographics – such as the online demands of younger generations or the specific needs of cohorts with vulnerabilities or areas of disadvantage. As customer expectations rise, so does the potential impact of negative feedback, amplified by the power of social media. A single bad experience can quickly turn into a damaging online review, tarnishing an organisation’s reputation. Internally, employees also expect […]