In this customer engagement era, everybody and everything is constantly digitally connected. Cars, machines, implantable technology, … even clothes share data through smart sensors, cameras and software. Your online footprint provides a wealth of algorithms. Accessibility means you can analyze them and make accurate predictions. With the right service at the right time as a result.
In short: maximum personalisation at every individual customer experience. When this is already business as usual with Amazon and Netflix, customers also expect that from their bank, insurance company, retailer, supplier or any other organisation. And for direct assistance chatbots and virtual assistants are stand-by. For various questions, an overnight delivery, a health check, you name it.