Social media has revolutionised the way brands communicate—and how customers and employees connect. Today, people want personalised, enhanced service and response—and they're not afraid to voice an opinion.

High performing companies see this as a huge opportunity to drive revenue growth. They customise every interaction they have with consumers regardless of channel, and this encompasses not only conversations between company and consumer, but the interactions that consumers have with one another. The benefits are twofold: you'll create customer relationships that your competitors don't have and a strongly differentiated brand.