We now live in an ever-evolving market landscape and as businesses strive to enhance their customer care support strategies, we must recognize that customer experience has undergone significant transformations over the past few decades. The rise of the internet and mobile technology began to shift the landscape and before we could even wrap our heads around it, the Millennials and Gen Z had already started seeing the advent of e-commerce and social media which has introduced us to new ways of engaging with our customers. Unlike the past years, where the focus was on creating seamless in-store experiences through traditional…
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