This report is a form of “test prep.” Citing data from CCW Digital’s annual consumer survey, it reveals what customers want – and whether organizations are delivering. The answers are simultaneously encouraging and sobering; by revealing that customers are not quite as demanding as many thought leaders suggest, it makes organizations’ failure to deliver all-themore disappointing.
It then reveals whether organizations are building a framework for actually meeting customer demands. That framework fosters an understanding of whether popular customer contact investments and initiatives will actually prove successful. It closes by providing a look at some real-world solutions – all backed by case study insights –for building a customer-centric vision and deploying tools for supporting that vision.
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