Industry voice: Why Twitter and an omni-channel customer service strategy is vital to businesses

Industry voice: Why Twitter and an omni-channel customer service strategy is vital to businesses   Introduction and the digital revolutionWhat do we know about social media as we hurtle towards the close of 2014? We know that it has changed the way we communicate with each other, perhaps permanently. We also know that social media provides us with a platform with which we can easily interact with one another in real-time, and share everyday experiences.We know that news no longer means the morning paper or waiting for the evening's TV bulletin – we learn of the world's happenings as they occur, and often not from journalists, but regular people. Read more >