By Michael Wright, CEO, Striata
A raft of new technologies, many of which are easily integrated into existing channels, are changing the way organisations communicate with their customers.
Chatbots, voice integration, and dynamic (, amongst others are at the forefront of this evolution. But organisations cannot simply implement these technologies and expect dramatic improvements in their customer communication efforts.
Instead, they have to ensure that any new technologies are utilised in line with the broader goals of customer communication; that is, making communication as valuable to the customer as possible.