The Digital Imperative: 5 Essential Steps for Engaging Today's Customer
Contrary to customer management rhetoric, today’s customers are not "going" mobile and social. They are not "starting" to embrace web self-service and virtual support.
They are mobile. They are social. They are digital. They expect self-service.
If a business is not already capable of delivering an experience across channels—with a consistent, uniform commitment to resolution regardless of channel—it is not simply missing out on a competitive advantage. It has already fa...
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