Today it’s a different world of customer interactions and service. Customers have alternatives to the telephone available not only when they want to buy a product but when they need service. The boom in social media has made it simple to comment to a mass audience on one’s experiences with and opinions of a product or a company. This new environment forces companies to look their customer relationship management model and evaluate the people, process, information and technology aspects of supporting customer-facing activities.

Join Richard Snow, VP & Research Director at Ventana Research as he discuss our latest research into achieving maturity in managing the customer experience.