A New Paradigm in Multimodal Communications: Connecting Asynchronous and Synchronous Methods for Engaging Digital Experiences

A New Paradigm in Multimodal Communications: Connecting Asynchronous and Synchronous Methods for Engaging Digital Experiences

This IDC Perspective looks at the factors of time, intent, and preference that dictate the form and channel that communications will occur across a continuum of connected asynchronous to more interactive synchronous modes. The pandemic shifted how organizations reached out to their customers with new types of communications and across more channels. As modes and mediums of communication have evolved so too has their utilization within the organization. "Customer experience continues to drive an organization's communication strategy plans with goals to improve customer satisfaction and digital interactions," according to Marci Maddox, research director, IDC's Digital Experience Management research program. "With the pandemic changing the mode and method of communications to customers, the more that organizations can connect the traditional and digital asynchronous methods, like print and email, to the real-time synchronous methods like voice and video, the opportunity to improve the customer experience increases."

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