Technology is getting faster. Information is now available instantly, 24 hours a day, from any location. Consumers can now utilise a variety of channels in order to research and engage with companies. Indeed, generations that have grown up with modern technology expect businesses to communicate with them through these same channels – and, whether you’re in them or not, these conversations are happening. There is no ‘opt out’ any more - just ‘lose out’.Merely using these channels, however, is not enough: businesses need to be aware of the trends affecting them. This whitepaper studies the three key trends affecting online communications today, examining the way that they impact several important channels, and what businesses need to do to avoid being left behind.