Why the Voice of the Employee and Customer Must Converge

03/09/2015

March 9, 2015: Businesses must take a more sophisticated, automated and holistic approach to listening to their customers if they want to simplify and streamline the entire customer experience management process.

Listening to the customer and responding to both positive and negative feedback has never been so important. And it's going to get harder as the amount of data that can be collected across multiple platforms, channels, countries, languages and devices expands to new levels.

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