The era of fluidity: How to achieve genuine customer-centricity in a post-CRM world

We’re in the era of fluidity. As the Experience Economy has exploded, there has been a seismic shift in the power base from brands to customers and, with that, a series of dramatic changes in how we enable brands to successfully bond with people. We must now meet emotional, tangible and functional needs seamlessly in every, and any touchpoint the customer desires.

Accompanying this change is a raft of continually emerging technology solutions that can be utilised to plan and deliver the highly connected...

By Andrew Smith, 31 October 2018, 0 comments. Categories: CRM.