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For Application Development & Delivery Professionals
Invest In Self-Service And Low-Friction Channels In Your Contact Center
Customers are increasingly using Web and mobile as a first point of contact with customer service organizations. Across all generations, they are also increasingly relying on digital channels like...
- Downloads: 341
For Customer Experience Professionals
A Benchmark Of How Well Brands In China Use The Customer Experience To Create And Sustain Customer Loyalty
For the first time, Forrester has applied the new Customer Experience Index (CX Index™) methodology to appraise how well companies in China are delivering customer experiences that create and...
- Downloads: 177
For Enterprise Architecture Professionals
Three Lessons From Chinese Internet Companies
"Internet companies" is a unique term used in China to refer to digital enterprises. These firms were born digital, and they are disrupting traditional companies in every major vertical. Traditional...
- Downloads: 117