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ABSTRACT:

According to Forrester Research, there is a strong correlation between the customer experience, customer loyalty, and revenue. Studies show that positive word of mouth from your customers could help you to earn upwards of $12 million more.

In order to ensure they’re providing a great customer experience, many businesses are starting with optimizing the technology in their contact center – but that is only one piece of the customer experience puzzle.

The secret to an exceptional customer experience is a combination of technology and finesse. By reading this resource, you will gain a better understanding of how technology and strategy go hand-in-hand when it comes to the customer experience, and learn five key principles that you can apply to enhance customer engagement.

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