Achieving customer experience excellence at seven critical life cycle points
ERDM
JANUARY 22, 2019
If the agent clicks on the avatar, a detailed dashboard with deep information about that customer is presented. In short, now is the time to shift to person-to-person (P2P) marketing. In spite of privacy concerns, customers are willing to provide deep explicit data to get improved CX. This is known as reciprocity of value.
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