There is a lot of talk now about leveraging a seamless and digitally connected omni-channel customer experience. To engage customers and to increase convenience and relevance, consumers now expect to be able to engage with a brand where, when, and how they wish.
It’s tempting to think of this customer engagement strategy in terms of Millennials and Centennials, and those among the younger generations who are naturally tech savvy and more socially connected. But the truth is that this is a customer experience that applies to all....