Make it easy for users to access information regardless of which channel they use (web, chat, email, phone, smart phone apps, social media, etc.), and provide analytics that work across channels, keep track of what a user has already done, and find customized/personalized ways of providing excellence in customer service and presenting information.
For a while we've recognized that the content we put online isn't always consumed where we originally put it. RSS may have been the initial method that significant numbers of people used. More and more people are embracing the idea of "content shifting". We may discover an important piece of content on Facebook or Twitter, but not have the time to read it. So we "Instapaper" it or "Read Later". Those services often ...more »