“It will be the same brand fulfilling the same promises, fulfilling that promise of full services that they will make available through digital entities with voice, text, and video. They’re going to have to have the same brain in the back, and the same strategy and brand identity, and that manifestation will need to be optimised to meet the specific channel and specific way of interaction.”
"Each employee has different strengths, which require different methods for improvement. When managers take the time to get to know each employee, the strengths and areas of improvement will be discovered. An employee may shut out distractions, may listen completely, but assumes he knows what the customer wants without recapping. An employee may recap to ensure understanding, but not take the time (or have the job skills) to find the best solution. Through observation, managers will be able to train and coach each employee and turn areas of improvement into strengths."