Most people expect to be able to interact with family, friends and neighbours instantly using the channel and device of their choice. According to Ofcom, 82% of households have fixed broadband, and 89% have mobile broadband. These levels of connectivity bring expectations and increased demands when we interact as customers with organisations. But are organisations responding to this demand from the digital consumer of today?
In this article Marcus Hickman, Director of Syntec's market research agency Davies Hickman, discusses some of the challenges that the new breed of digitally-savvy consumers are posing for organisations and suggests ways in which organisations can response to consumer demand for multi-channel communication.