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The Digital Challenge

It’s a given now that if an organisation hasn’t at least started their journey into online customer experience, then the competitive advantage may already be lost. Self service, automation and live chat are all tools that have enabled this section of a customer strategy to flourish, but customers still feel the need to have a personalised experience to them, regardless of which channel they choose to use. This has caused headaches in 2016. How do you turn a relatively cold, online journey into something that really stirs and emotional response with the customer. Striking the balance between a personalised and indivisualised experience is something that our experts are looking at moving through 2017 and this report will help you strike the right balance for your strategy, and ultimately, the customers you serve.

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