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2013 Trends to Watch: Customer Experience and Interaction
Smart devices and social media are creating a new culture of customers who are constantly connected. In turn, modern enterprises are perpetually on the search for new methods for tracking and better understanding the customer experience, which require:
- New analytics solutions
- Multichannel metrics
- Better collaboration tools
This report looks at some of the important changes in the customer experience and interaction market, detailing how technologies are evolving to meet new consumer demands, and provides recommendations for both enterprises and vendors.