The digital age, i.e. the invention of computers, the Internet, email, smartphones, and tablets, has completely reshaped how nearly every business does business. If you want to get in contact with a company because a refrigerator went bad, you could try to call customer support or send an email, but you have to do a ton of hunting for the right person to contact. The alternative is that you could go on their Facebook page and tell them you are upset and most likely you will be received with a sales associate or customer support right away.
That is just one of the many ways communication management has changed. Here are some more statistics.