text: The connection to a customer in a world pre the Covid19 pandemic was a mix of multiple channels opening the door to a customers brand of choice. Clearly understood by all, allowing access via multiple channels
  Physical (Face to Face)
  Remote (Email, Phone)
  Digital (Online, Automated Chats)
  For most companies the decisions about what resources were deployed to engage through what channel was often a financial one, supported by the benefits of the channel ie. digital (online sales and support) could provide services cheaper than a face to face engagement that required rental and costs to support it.
  The pandemic has challenged that approach as we have gone back to the baseline of a relationship. People want to be emotionally appreciated and supported by people. It has to be said though that we cannot go backwards to the challenge is to find a New Normal that is going to connect with the very real need to be recognised and have a “human component” in...
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