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  • for Topic: Customer Journey
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There is an industry assumption, call it a consensus, that increasing the degree of personalization in customer interactions is beneficial: it improves loyalty, lifetime value, CSAT and other key metrics. Core to this assumption is that it benefits both the customer and the business. Whether or not that’s actually true is somewhat beside the point. The fact is that the industry has identified a...

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Topics: Customer Experience, Contact Center, NPS, Personalization, Customer Experience Management, Orchestration, Customers and CX - Business & Technologies, Conversational Intelligence, Customer Journey, Loyalty, CSAT


The development of artificial intelligence (AI) has transformed the idea of customer experience (CX) from a piecemeal, manually directed practice into a more streamlined and disciplined activity. The available technology has become so diverse and expansive that it is allowing enterprises to cope with a two-headed problem: providing more personalized and effective experiences is complex, and once...

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Topics: Customer Experience Management, Customer Journey, Adobe


One way to think about the change in service and support in the current dynamic technological environment is to see it as a transition from managing interactions as they happen to managing the overall customer journey. It’s a lot harder to optimize a journey than an interaction. More people are involved, with different systems, key performance indicators and data sources, to cite just a few...

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Topics: Customer Experience, Contact Center, Orchestration, Customer Journey


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