Today we’re talking about how consumers want to be contacted, which sounds like something we all know, but that’s not always the case. In this post-pandemic world, consumers have undergone this shift in mindset and expectations surrounding the customer experience. I think today’s consumer finds a huge benefit in a hybrid experience that combines this idea of a spark of human communication and the convenience of digital assistance. The hybrid model is the future of customer experience and meeting customer expectations. Today’s consumer 1:10Conducting research in the trends of customer experience 1:50Creating your hybrid model 6:30“In order to keep up with this increasing consumer expectation, companies need to invest in a modern customer relationship management tool that has multi human support, it’s got AI technology, it has that personalized hybrid customer experience.” 1:29