多年来，客户认为 "方便 "的概念已经发生变化。随着客户期望的提高，企业不能再对客户互动的条件指手画脚。为了提供方便、有竞争力的体验，企业必须在他们的地盘上按他们的条件满足客户。但直到最近，这还是说起来容易做起来难。

Up until a few decades ago, every purchase we made was in a physical shop — where a business’s success correlated directly 到 proximity of 他们的 potential customers. Back then, we knew very little about 客户体验的力量.

数据逐渐显示，训练有素、更友好的员工、更灵活的退货政策、有竞争力的价格等等，都是吸引顾客的磁铁，无论其距离多远。因此，商店开始培训销售人员，投资于客户服务，提供折扣和灵活的购买政策--所有这些都是为了让顾客进门。这就是我们所知道的客户体验的曙光。

在过去的三十年里，我们看到互联网、智能手机和移动应用程序的兴起，不断革新着购买、与品牌互动和成为忠诚客户的含义。此外，我们看到像亚马逊、Airbnb、Uber和Spotify这样的巨头引领他们的行业，并达到前所未有的全球使用率，所有这些都是通过将他们的客户置于一切的中心。

今天，我们生活在一个一键式、一站式服务的世界。客户体验从未像现在这样先进，但赢得客户也从未像现在这样竞争激烈。为了赢得他们，企业必须设计出吸引人的体验，以建立品牌忠诚度，并与客户建立强有力的联系，同时也提供我们日益按需的世界所期望的便利。

With the rise of cloud communications, the complexities that used to prevent businesses from integrating fast, reliable, global, omnichannel communications into their customer experience have disappeared. Today, businesses can meet their customers on their preferred communications channels, increasing engagement, satisfaction, and retention. We’ve seen customers implement and scale these solutions in a matter of days.

Take 医学博士, a Bird customer who has revolutionized outpatient appointment rescheduling in the UK. ǞǞǞ UK’s National Health Service was losing an estimated £1 billion a year in appointment no-shows. DrDoctor helps hospitals prevent no-shows by enabling patients to view, change and schedule outpatient appointments themselves, either online, in-app or via text. With Bird’s Flows, DrDoctor built and deployed communication flows that programmatically enable quick, easy appointment reminders and rescheduling, all without having to write a single line of code. Through DrDoctor’s communication flows, the NHS has been able to reach hundreds of thousands of patients anytime, anywhere with reminders and alerts 通过短信 and Voice. As a result, each NHS hospital in partnership with DrDoctor has saved £1–3 million per year and seen a 50% decrease in phone calls, plus a 40% reduction in no-shows — not only improving patient experiences but also slashing costs.

Lack of technology is no longer an excuse for poor customer experience. Whether it’s via SMS, 与一个电话, 在WhatsApp上, through Messenger, WeChat, Telegram, Line or any other global messaging channel, 今天的CPaaS解决方案 offer endless possibilities for businesses to craft and deliver experiences that meet and exceed our modern concept of convenience.

随着世界变得更加移动，在客户使用和喜爱的平台上实现端到端的客户互动是提供当今客户所期望的体验的关键。

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