Home topics technology Digital Marketing Tech Digital Digital disruption transforming customer and employee interaction Guest Author June 7, 2016 As the world becomes increasingly more digitally connected and customers expect near instantaneous answers and action, organisations are having to become more focused and responsive to the needs of customers – and employees. To successfully capitalise on the digital disruption in the customer service environment, there needs to be a seamless connection of customer journeys across all channels that consistently end in a positive experience. According to Statista 2015, communication has been digitised, with 3.2 billion internet users in the world and 4.8 billion people worldwide owning mobile phones. This equates to 41 percent of all first-time product and service transactions now being passed through digital channels. And with the influence of social media, we are increasingly more digitally connected—directly and indirectly—to the brands with which we conduct business. With infinitely more choices at their fingertips, consumers have an unwavering list of demands and find it ever easier to switch brands with a quick swipe of the finger. They want resourceful interactions and swift, uncompromising access to information and issue resolution. Additionally, today’s employees are expecting unprecedented levels of speed and information access to enable them to meet the demands of customers. The rising tide of data Digital disruption is about rapid change, and in the customer service environment it revolves around the enablement of both employees and customers to effectively and efficiently engage with each other to affect a desired