In this economic environment, the customer experience is now more important than ever. Customers have an abundance of options to choose from for almost every service. With this abundance of competitors, the control has now shifted to the customer. It all comes down to customer experience. If a customer did not have a satisfactory experience with a company, they will be very vocal about it. With the rise of blogs, message boards, and review websites, it is much easier for a customer to share a bad experience, thus making it more likely that someone will see the complaint as well.

This webcast focuses on results from compelling research that is focused on multi-channel customer management. This research will help marketers better manage the multi-channel customer experience and develop future strategies. You'll also learn best practices and key findings that many companies have found will help overall better the customer experience.