Achieving customer experience excellence at seven critical life cycle points
ERDM
JANUARY 22, 2019
In the words of Scott Emmons, Head of the Innovation Lab: We were looking for a way to improve the capabilities and effectiveness of our online chat agent. In short, now is the time to shift to person-to-person (P2P) marketing. The highest-ranking answer? ‘No Previously, a customer had to engage with the chat agent and ask for help.
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