Digital disruption is here to stay—as are expectations of near instantaneous answers and action. So, navigating digital disruption is forcing organizations to be more focused and responsive to the needs of customers than ever before.
With infinitely more choices at their fingertips, consumers have an unwavering list of demands and find it easy to switch brands with a quick swipe of the finger. They want resourceful interactions, and uncompromising access to swift information and issue....