Conversations as the core of customer-business relationships — it seems like a no-brainer.
But with time, many businesses have gotten off-track with this concept, particularly as they’ve grappled with implementing emerging technologies.
In a COVID-impacted world, though, businesses must get back to conversational basics – customers expect to be engaged on their terms and on preferred channels quickly, easily, and on a 24-7 basis.
This has led to a rise in customer experience (CX) management and customer relationship management (CRM). According to Grand View Research, Inc., the global CRM market was valued at $52.4 billion in 2021 and is anticipated to expand at a compound annual growth rate (CAGR) of roughly 13% between 2022 and 2030.
