Most customer-facing business operations have moved online, facing companies with wider competition and leaving them struggling to hold visitors’ attention. In addition, customers increasingly want real time 24/7 access to services and support. Call centres struggle to resource to meet this demand and customer satisfaction suffers. Digital technology offers a number of solutions to this problem, from self-service solutions via smart phones and tablets to seamless automation of complex customer journeys spanning multiple functions and systems. As a result, customers enjoy an individualized, error-free experience, and are much more likely to return for more.