Even though modern technology is introducing new capabilities for organisations looking to adapt to evolving customer needs, the human element should never be forgotten. Whether it is a business-to-business or business-to-consumer company, much of its success comes down to how adept it is to build customer engagement and deliver a good experience. New start-ups have emerged that are challenging incumbents who are still reliant on traditional processes and systems. And while these have defined services in the past, new service providers are innovating and working faster to show value to customers that now demand everything virtually in real-time. Events of…