Customers can now interact with an organisation face-to-face, by voice email, and broadcast methods such as social media. The first presentation discusses how to create consistent personal interaction across all these channels by allowing systems to intelligently interact with one another. The second speaker presents a case study of how Deutsche Telekom customers will be able to use their mobile phone to not only access an IVR, but to also use the phone’s web browser to visually browse through the IVR.