Stratégie Clients 2024

The customer relationship channels are being hybridized: more digital in the real world, more human on the internet! The real-world customer, in face-to-face dealings, uses digital in many forms to enhance their experience. There are more and more ways to connect while on the move: Connected vehicles or terminals, mobile applications, electronic documents, augmented reality tools or virtual reality headsets… Digital and internet enhance the real world.

Remotely, while the relationship is governed more and more frequently by algorithms and machines, the need for a human relationship is becoming stronger and stronger. Customers want to be able to rely on the efficiency of machines and at the same time on the human taking into account their emotions. Customers want the best of both worlds!

The crisis we are going through has accelerated the movement towards this hybridization by introducing customers to new uses and changing the place of digital in the relationship.