New challenges in customer experience
As touch points for brands to interact with customers – and customers with each other – diversify with technology, the need to create a consistent experience across all channels is becoming a greater concern for both marketers and customer service representatives.
With such a large number of potential contact points though the web, face-to-face and via mobile devices, aligning these brand experiences is essential. We’ve spoken to decision-makers at finance and retail brands for their views on the challenge.
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