Whitepaper - Sustainable growth with customer experience management

January 15, 2013

Today it is not just about the dialogue between companies and customers, but increasingly consumers are consciously seeking out public debate on social platforms on the Web.

There are many touchpoints where customer experience takes place. In particular in firms with a multichannel strategy, there can be over 100 touchpoints. Companies need to define and evaluate the touchpoints in their businesses to ensure that the results are relevant and real value is extracted. Companies that do not listen will experience consequences.



Customer insight