Born Digital & Technology

Prioritize the human touch in your digital channels

Born-Digital companies share a common differentiator in the marketplace: a keen understanding of the customer journey through digital channels. Broad access to proprietary customer data and a digital-first approach allows them to adapt quickly to evolving customer demands. However, even as customers gravitate towards the convenience of digital services, they still have an inherent need for humanized interactions. A post-pandemic survey showed that 58% of those customers who have interacted with a person during the buying process are more likely to shop with the same brand again*. (Forbes 2021*).

For born-digital companies, the key to achieving brand preference and growth is to leverage digital channels facilitating meaningful human connections.

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Customer Service in the Digital Era: The keys to better connecting with consumers