A new trend of “social CRM” is on the rise, offering enhanced consumer experiences through engagement and flexibility.
CRM solutions are developing to reflect the changing needs of today’s users. Social media integration, wearable devices, and Cloud-connectivity allow businesses to gather information on users in more advanced ways than what traditional CRM models promised. Instead of monitoring, devices are engaging. Rather than using data to advertise the most popular products, advertisements are personalized to the exact needs of the consumer. Truly, the future of CRM technology in the contact centre and beyond promises far higher levels of integration and customization. Read more