In a world of fragmenting media, shorter attention spans and fickle loyalties, it’s never been more important to make sure you’re communicating appropriately with every one of your customers.

Our focus this Summer is the customer, and in this issue we look at customer engagement. We observe ING's use of Salmat's intelligent call centre routing capability, and delve into Salmat's partnership with Data Action in providing affordable e-Statement solutions for credit unions.