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Forrester Technology Adoption Profile: Your Customers are Demanding Omni-Channel Communications. What are you Doing About it?


Your Customer Are Demanding Omni-Channel CommunicationsThis Technology Adoption Profile (TAP), commissioned research conducted by Forrester Consulting, explores current customer experience trends, including executive goals, customer experience strategy, and challenges to better align customer experience strategy with customer service operations. It also examines how US enterprises plan to use customer service to respond to changing customer needs and priorities.

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