autonomous

How autonomous customers are driving customer experience

Published on: May 25, 2017
Author: Pauline Ashenden - Demand Generation Manager

The relationship between customers and brands has fundamentally changed. Consumer expectations are continually rising, and much more of the customer journey is now self-directed, across multiple different channels. When they do make contact, these ‘autonomous customers’, as BT has described them in a global research study, want fast, accurate service that minimizes their effort

Meeting the needs of the autonomous customer

Published on: July 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

The growth in online channels has dramatically changed how customers interact with brands in every sector. They now demand a better experience, across more and more channels, and are far less loyal to companies that fail to deliver what they want. As digital natives, they are empowered by the information they find online and use the internet and social media as their primary means...