Multi-Channel Customer Strategy
The rapid evolution of communication and networking technology, and the increasing expectations and demands of consumers is forcing organizations to develop new ways to efficiently handle multiple customer access channels, allowing the customer to seamlessly switch from one channel to another as often as the customer wishes. Channels include in-person visits, calls to the Contact Center, online activities, direct mail pieces, kiosks, etc. Barton will describe how leading-edge organizations are using multi-channel customer strategy to propel growth, to drive up customer loyalty and to drive down servicing costs.
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