Today’s Web users have high expectations. The Web 2.0 phenomenon has fueled a demand for online experiences that are personalized, community-centric and available across multiple channels and devices.
The volume of Web content, and the variety of content types, is exploding. The number of Web-connected devices on which Web users demand quality experiences is mushrooming. Overnight sensations like YouTube and MySpace are changing what enormous numbers of Web users expect to experience—and increasingly what they expect to contribute as well as consume—everywhere on the Web.
Global Fortune 1000 companies, national and regional governments worldwide—place strategic value on the quality of their online customer interactions. They understand that this point of contact with their customers is increasingly the most important interaction, and they also understand that they, too, must meet a higher standard if they hope to preserve existing customer relationships and establish new relationships.
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