The need for integrated customer experience management

The next great opportunity for service providers

Published May 2016

A funny thing happened on the way to the customer experience revolution. For nearly a decade, brands, vendors, and service providers alike have sworn allegiance to the goal of improving customer experiences in order to attract and retain increasingly empowered and fickle consumers.

And yet, three major international surveys recently found that consumers are less satisfied with the experiences they are offered.

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