As the world turns towards an ever-more digitally enhanced future, customers’ requirements are growing and shifting. With ready access to comparison sites and ratings domains, customers expect faster, slicker and better service from the companies with whom they interact and will no longer settle for subpar service out of a sense of brand loyalty.

The work of skilled marketers and customer experience experts has therefore never been more paramount, as companies battle it out to engage new customers and retain long-standing loyalists.