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Driving the Customer Experience and the Top Line with an Integrated Voice of the Customer

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Abstract:

Customer Experience (CE) has become the mantra of senior management looking to enhance revenue and margins. This focus makes it a huge opportunity for whichever department can create a unified picture of the current CE and then help management to decide how to manage and improve it. Innovative, data driven departments as diverse as customer service, quality, consumer affairs or marketing services could capitalize on this opportunity to dramatically raise both their visibility and status within the organization.


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