Research Perspective

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Making the Voice of the Customer Work

Utilize Analytics to Deliver the Best Possible Customer Experience

Customer Experience in the Digital Age

There are many new opportunities today to improve the quality of customer relationships. But to act on them, organizations first must examine their customer processes and methods of engagement with the goal of understanding how customers view the organization and their engagement with it.

Inevitably, in doing so they will encounter inconsistencies in interactions with a customer, arising from the large volume of interactions across an array of different channels and departments that use varying systems, each with its own level of sophistication and integration capabilities. More than half of organiza-tions currently use seven types of com-munications systems; more than one-third have five new ones planned.

 
 

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