Technology Demands a New Approach to Customer Experience

I’ve been listening to customers for a long time.

Over the years, I’ve seen call centers evolve to contact centers that include nearly every possible channel for customer communication – including that little computer many of us carry around in our pocket, otherwise known as a smart phone. The consumer’s ability to communicate anywhere and everywhere about his or her experience with a product or service has been a game changer for brands around the world.

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