Talk is cheap, or so the
old saying would have us believe. In reality, conversations can have tremendous
value. It’s true in your personal life. It’s also true for your business.
But while conversation is
natural and intuitive, it’s also a complex construct. Even the simplest
interaction has layers of richness and nuance—it takes effort and understanding
to get conversation right.
For your business, there is
an added challenge: increased demand for communication from today’s “always on”
generation. We’re moving to a world where customers expect to engage with brands
at any time, across multiple devices, channels and touchpoints. Customers also
expect interactions to be in tune with their personal preferences and schedules.
These expectations are
reflected across product and service categories. A bar set by a brand in another
industry will soon become the standard for yours. According to recent Accenture
research, 61% of leading companies say their customers’ expectations are shaped
by the most relevant, real-time and dynamic experiences they encounter across
all industries. Those experiences impact how and why these leading companies
innovate.
