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The Customer Experience - the Journey from Good to Great

Providing a great customer experience has emerged as the holy grail of competitive advantage. And more than just efficiency, operational metrics and the “acceptable level of service” that contact centers have focused on for decades, the leap from good service to a great experience requires a different journey. Richard Snow of Ventana Research and Karina Howell of Interactive Intelligence guide you through this journey. Read what these two authorities on the customer experience have to say.


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