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How Adaptive Case Management Drives Better Customer Engagement
Mobile, cloud and social technologies are increasing the power of customers and transforming how they participate with organisations. The way they engage with organisations- or the architecture of engagement- has changed radically in a short time.
This white paper discusses the necessary role of adaptive case management in enabling a more responsive, flexible, and effective customer engagement in an era when the rising power of the individual demands a new architecture of engagement for customers and employees alike.
Read on to gain insight into the essentials of a successful architecture of engagement, including:
- Multiple touchpoints
- Multichannel engagement
- And more.