Digital transformation is an existential pursuit for organizations. According to McKinsey, most rank customer engagement as a top priority, so digital technologies are being implemented aggressively across service, sales and marketing.

This investment has significantly improved connectivity choices for customers. They can now engage with businesses, not just in person or by phone, but also across multiple digital touchpoints. For example, consumers can message many businesses using text, messaging and social channels like Facebook and WhatsApp. Expanding digital connectivity options clearly reduces the effort required for consumers to engage with businesses. Download this paper to read more.