The Future of the Customer Experience

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Your customers are fully immersed in the web 2.0 world -- e-mail, texting, forums, MySpace, blogging, YouTube and on and on. When it comes to service and support, these customers expect instant gratification -- the ability to contact anyone at any time, online answers, and informed sales and support agents. They have little patience for cumbersome phone trees, FAQs and music-on-hold.

Explore the changing landscape of customer expectations, the technology needed to meet those expectations, and the right metrics to measure.

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