May 18, 2021
The change in how customers and brands interact over the past decade may seem gradual, until we look back and actually see how drastic this transformation has been.
By Jeremy Osborne, strategic account manager at Infobip SADC
This change was especially profound during the past year as we faced the unprecedented new reality ushered in by the global Covid-19 pandemic, which demanded that businesses digitise the way they do business, almost overnight.
Organisations now find themselves in a situation where the modern customer demands personal engagement – immediately – by way of real-time communication. They also demand instant gratification and expect businesses to be always available, from anywhere and, most importantly, over customers’ preferred communication channels and devices.