“It doesn’t always take humans to understand humans. Machines are building relationships with customers on behalf of the enterprise.”

Customer expectations must be understood for any business to be prepared for major shifts. Coupled with the “new normal” in the wake of the pandemic, the digital economy has accelerated, and customer behaviour has massively shifted online. The ushering of internet has created a paradigm shift in customer behaviour.

Brands are now competing for attention across a variety of channels. In the pre-COVID times, businesses tried delivering consistent experiences across offline channels. But as customer touchpoints proliferate, there is a pressing need for businesses and brands to deliver unmatched experiences consistently across all channels and throughout the customer journeys.