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July 31, 2009 Executive Q&A: Cross-Channel Reviewsby Adele Sage with Harley Manning, Angela Beckers |
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Executive Summary
Cross-channel reviews uncover flaws that prevent users from accomplishing goals when their paths take them across multiple channels, like Web sites and interactive voice response (IVR) systems. When companies fix these flaws they improve business results. This document provides answers to some of the common questions we've been asked about Forrester's Cross-Channel Review methodology.
This is an excerpt
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