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For Customer Experience Professionals

Executive Q&A: Cross-Channel Reviews

July 31, 2009

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Why Read This Report

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.

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