Addressing Customer Paradoxes in the Digital World

The recent developments in the digital world are resulting in a shift in customer behaviour, which requires a perceptible change in gear. For instance, it is almost impossible nowadays to correctly identify a customer from multiple online profiles and identities.

There is today a significant challenge in ensuring that customer contacts are tailored and relevant while balancing the costs.

This book offers some suggestions and solutions as well as a prospective point of view.