Ahead of the 2016 Executive Customer Contact Exchange we have surveyed the customer contact professionals attending the event to understand their biggest customer service challenges, and which services and solutions they plan to invest in as we head into 2017. Download your copy to find out the results of this cross-industry survey.
Forrester Senior Analyst, Customer Experience, Joana van den Brink-Quintanilha, presented at the Executive Customer Contact Exchange on the importance of data-driven CX design and the rise of individualized experiences.
Here is a sneak peek at Forrester's excerpt from its December report, “Personalization And The Rise Of Individualized Experiences” written Joana’s colleague VP and Principal Analyst, Tony Costa. A Must Read!