One of today biggest challenge's in business is effectively deepening connection with and identifying better ways to serve customers while also anticipating their needs. Missing such a mark can often mean losing market share that can be next to impossible to regain. However, getting the equation right can be transformative to a brand. Indeed noted management consulting firm McKinsey & Company noted in a recent insight piece that brands that can improve the customer journey see revenues increase as much as 10-to-15 percent while also lowering the cost to serve 15-to-20 percent. How? New trends leveraging technology are making such achievements possible. In fact, McKinsey says "customer care is actually on the cusp of a technology explosion that will greatly enhance frontline capabilities."
https://www.forbes.com/sites/laurencoleman/2019/03/07/how-tech-is-powerfully-transforming-new-trends-in-customer-connection/
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