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Giving up Control: The Customer is King Again

Frost & Sullivan


Abstract:

Frost and Sullivan recently invited select companies to participate in a new and unique thought leadership forum - our Virtual Think Tank. The executives who contributed their opinions and insights hail from a variety of name-brand companies such as: jet.com, TD Bank, Lincoln Financial Group, and Verizon.

The panelists explored key Customer Experience challenges, including:

• The importance of aligning your customer experience strategy internally first.
• Talking points for securing C-Suite, big-picture buy-in for a long-range, digital customer strategy.
• Avoiding costly technology errors by making sure new CX technology purchases can be integrated with existing systems.
• Creating “Brand Ambassadors”: Ideas for taking customer satisfaction to the next level.


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