Ubiquitous connected devices, social networks, and cloud services have empowered consumers, allowing them access to vast amounts of information and shared opinions. Consumers are emboldened by choice. They have developed an appetite for rich and rewarding interactions and rarely hesitate to seek alternatives when disappointed. This poses a major challenge to organizations that depend on these customers to buy their goods and services in order to survive.
As a senior research analyst at Penton Research Services, Michael Keating actively supports Penton's top management and editors with the latest information on markets, regulations, and competitors.
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