ef2b3a99_With_The_New___Forrester_Blogs__Commentary
[Out with the old . . .] Multichannel communication [. . . and in with the new] Agile communication [Commentary] 
Customers do not want to be restricted to having conversations about an issue solely on a single communication channel.
Customer Service: Out With The Old . . . And In With The New | Forrester Blogs
Commentary