The customer has never been more empowered thanks to the technological changes sweeping the retail experience, says Salesforce's vice-president of marketing Renny Monaghan.
In fact, Monaghan says that it's never been a better time to be a customer. This reality means that businesses stand to lose or gain a lot depending on how they engage the customer.
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"There's a revolution going on, and you must delight the customer at every touch point," he said.
Technology has empowered the customer and they now have a louder voice than ever before, and this can be used to a company's advantage if they are willing to engage customers with these tools.
Listen to the full interview above as well as other video from Dx3 Canada