The Customer Experience or Cx is the driving force behind how consumers act and react to their human interaction surrounding goods & services. Regardless if the consumer has a good or bad experience, they will go to the social media platforms, tag and post about it. Please the customer and get a raving review, disappoint the customer and everyone online will know about it. You did a great job pointing this out in your statement "Traditional and digital play hand-in-hand when it comes to delivering enhanced customer experiences, and will continue to do so for tech clients."
Unfortunately, it seems as though customer service has lost it's dazzle with the advancement of mobile devices. Social Media and mobile devices has largely shifted the way we communicate, thus making people less social & less interactive when it come to face to face conversations, resulting in bad a bad Cx.

Good post, thank you for sharing!