August 16, 2018

Who leads in a digital world – policy-makers or users?

It wasn’t too long ago that many private and public service providers were developing channel strategies that attempted to control how services would be provided to their customers. Then things changed and, as some companies discovered to their expense, the balance of power shifted and customers started voting with their feet. Even today, many public and private sector organisations are still largely dependent on websites as their main or only digital channel. As a result, they have no single view of their customer…