In recent years, as new devices such as smartphones, smartwatches and tablets have entered the market, new interaction types between customers and organizations have also emerged. People are no longer constrained to the telephone, mail, or the web; nowadays, they can engage with an organization in many other ways, including:

Mobile web

Mobile or tablet applications

Smartwatch apps

Live chat



Instant messaging

Social-networking pages

Read all: How Channels, Devices, and Touchpoints Impact the Customer Journey