CX Experts Agree Customer Journey Maps Help Build Relationships
Avaya
APRIL 3, 2017
I recently attended the 2017 MoNage conference, which focused on the Age of Messaging over the Net—a phrase coined by the founder Jeff Pulver. According to Accenture’s 2016 study “Digital Disconnect in Customer Engagement” in 2016, 83% of customers prefer dealing with human beings over digital channels to solve customer services issues.
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