Credit Crunch 10 Years On – Four Seismic Changes in Customer Experience Management
Peter Lavers
JULY 17, 2017
This has been exacerbated by high-profile scandals in several sectors, principally financial services, automotive and retail. Omni-channel, instantaneous and interactive. Ten years ago, our business language was full of ‘funnels’, ‘pipelines’, ‘triggers’, ‘channel shift’, and ‘contact plans’.
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