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How to engage with customers on emerging channels – new research

by on May 3, 2019 in Customer's Voice, featured item, Latest News, Lead Article

How to engage with customers on emerging channels – new research

Today, many companies are accelerating digital-first projects in order to engage with customers on emerging channels. 

While servicing customers through new digital and mobile channels often delivers lower costs and higher customer satisfaction, it also comes with risk.  The danger in this approach is the potential to lose sight of the needs of the customer and over-rotate into digital only channels.

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