Not long ago, consumers looking to contact the companies they did business with had to contain their outreach to the hours of 9 a.m. and 5 p.m., between Monday and Friday. If they had an option other than the phone, such as email or chat, they likely had to provide their information anew on each channel. Companies tightly controlled where interactions between its agents and customers happened, and they frequently made it too difficult for consumers to get the level of help and service they needed, CX futurist Blake Morgan asserted in Forbes.