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A recent Bloomberg Businessweek survey of midsized to large companies revealed that "delivering a great customer experience" has become the new corporate imperative, with 80 percent of respondents rating customer experience as a top strategic objective. Yet most organizations lack the strategies, processes, and technologies to achieve their self-stated objective.

In the following pages, you will find advice from six expert solution providers who have successfully blended knowledge management technologies and processes into customer-facing platforms to improve customer experiences at multiple touch points:

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