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For Customer Experience Professionals

The Unified Customer Experience Imperative

Delivering Experience Excellence Across A Fractured Network Of Digital Touchpoints

May 7, 2013

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Authors

  • By Ron Rogowski
  • with John Dalton,
  • Amelia Sizemore,
  • Allison Stone

Why Read This Report

Today's digital landscape is distributed across an array of touchpoints and devices. With customers able to interact through multiple channels at any given moment, firms need to ensure that they deliver a coherent experience across all interactions. This report outlines how customer experience professionals can optimize and continuously improve their digital customer experiences. It is designed to help you work toward achieving the goal of providing seamless cross-touchpoint experiences to your customers.

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Table of Contents

  • Fragmented Customer Behavior Requires A New Approach To CX
  • Customer Experience Excellence Requires A Unified Approach
  • CX Professionals Must Lead Unified CX Initiatives
  • RECOMMENDATIONS

  • Lay The Groundwork For Unified Experiences
  • Supplemental Material
  • Related Research Documents

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