Part Four: Have we identified the gaps and taken corrective action? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they are…
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Part Three: How well are we executing on what we currently provide? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why they…
Part Two: What channels do our customers want, and what capabilities do they expect? It’s not uncommon for companies to find themselves wondering if they are offering the right channels,…
Part One: What channels do we offer, and what are our customers using? It’s not uncommon for companies to find themselves wondering if they are offering the right channels, why…
Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations, was recently released during the Execs…
