In the pre-digital era, customers relied heavily on service providers and partner agencies to guide them into the brave new digital world. The rise of technology and ease of access to information have turned the tables almost completely, with customers no longer feeling fearful about embracing technology and some even leading the change by actively researching and seeking out information on their own.
Because customers are now better informed about their choices, they expect their suppliers and partner agencies to be collaborators, not pathfinders. Gone are the days when it was acceptable for service providers and agencies not to be right on the cutting edge of relevant industry technology and trends, alongside the customer...
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