In customer engagement, the times they are a-changin' : Thunderhead
For any government or enterprise engaging with a wide range of stakeholders, Bob Dylan’s anthem of social change has never rung so true. Increasingly onerous legal and regulatory requirements, demand for personalised and on-demand interactions, multiple communication platforms and the pressure on costs have all combined to create a remarkably complex environment. To keep on top of it all (attracting and retaining customers and keeping citizens informed) businesses and governments need the systems in place that allow them to efficiently and effectively engage in print, online and increasingly via mobile and social media platforms. They need to tailor their communications to individual need, respond rapidly and accurately track and reference what has been said and when. http://www.thunderhead.com/home.php The changes that have taken place, led largely by the rapid advent of a ‘connected’ society, have exposed the weaknesses of the print-based communications platforms t...