Why Read This
Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is resulting in new patterns of engagement that blur the boundaries between customer interactions. As a result, customer experience professionals face new challenges in ensuring interactions maintain a continuity of memory and experience throughout the customer's journey. This report examines these emerging patterns of engagement, the challenges they present for customer experience professionals, and how to build continuous experiences.