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Featured Whitepaper: Identifying Missed Opportunities to Improve Customer Experience

via IT World Canada

Identifying Missed Opportunities to Improve Customer Experience

Abstract:

Consumer communication is changing dramatically, in part due to the broad variety of channels now available and increasing expectations for customer care interactions.  This is pushing companies to better understand the customer journey, find missed opportunities for engagement, and create a unified strategy for communication across channels.   This paper examines the data from a recent consumer communication preferences survey, discusses the impact on companies and how they must respond to consumer needs for better engagement. 

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