Talk is cheap, or so the old saying would have us believe. In reality, conversations can have tremendous value. It’s true in your personal life. It’s also true for your business.
But while conversation is natural and intuitive, it’s also a complex construct. Even the simplest interaction has layers of richness and nuance—it takes effort and understanding to get conversation right.
For your business, there is an added challenge: increased demand for communication from today’s “always on” generation. We’re moving to a world where customers expect to engage with brands at any time, across multiple devices, channels and touchpoints. Customers also expect interactions to be in tune with their personal preferences and schedules.
These expectations are reflected across product and service categories. A bar set by a brand in another industry will soon become the standard for yours. According to recent Accenture research, 61% of leading companies say their customers’ expectations are shaped by the most relevant, real-time and dynamic experiences they encounter across all industries. Those experiences impact how and why these leading companies innovate.
