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For Customer Experience Professionals

Build Seamless Experiences Now

Experience Persistence Transforms Fragmented Interactions Into A Unified System Of Engagement

September 19, 2013

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  • By Tony Costa
  • with John Dalton,
  • Frank Gillett,
  • Martin Gill,
  • Colin Campbell,
  • Danny Silk

Why Read This Report

Multidevice ownership and pervasive connectivity mean customers now have, use, and expect multiple ways to interact with companies far beyond the desktop or retail outlet. This change in behavior is resulting in new patterns of engagement that blur the boundaries between customer interactions. As a result, customer experience professionals face new challenges in ensuring interactions maintain a continuity of memory and experience throughout the customer's journey. This report examines these emerging patterns of engagement, the challenges they present for customer experience professionals, and how to build continuous experiences.

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Table of Contents

  • Customer Interactions Blur In The Post-PC Era
  • Seamless Experiences Are The Next Big Challenge For CX Pros

  • Treat Touchpoints As A Unified System Of Engagement

  • Value Migrates To Cross-Touchpoint Experience Enablers
  • Supplemental Material
  • Related Research Documents