In today’s hyper-digital landscape, speed, and scale of service delivery remains a key advantage for customer experience teams. However, leading organisations are now looking at ways to drive emotional connections through human-centric services between the customer and their brand across digital platforms.

Creating a holistic 360-degree view of your customer through a consolidated customer data strategy is key. Understanding changing behavior, needs and preferences will help to inform your human-centric model and engage with customers proactively.