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Aberdeen Group’s recent research on Next-Generation Customer Experience Management highlights the recent trend in the customer-company relations and the challenges companies face with their customer experience management (CEM) efforts across multiple channels. The results of this research will be included in this soon-to-be-released whitepaper.

Some of the findings and insights that will be included in the upcoming whitepaper are:

  • The primary reasons companies struggle in adopting a data-driven approach to manage their customer interactions
  • How companies are adaptating to the new dynamics of the “customer era.”
  • The performance gains Best-in-Class organizations realize as a result of their ability to convert data into actionable insights

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