Autonomous Customers: trending from internet self-service to social media, web-chat and Apps?

by | 10 Mar, 2013 | Autonomous Customer, Marcus' blog, Social media and customer contact, Thought leadership for B2B Marketing

The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...