Companies looking to leverage the advantages of advanced analytics and omni-channel communication require a deeper understanding of the customer journey. That’s the latest word on customer service from Quinton Pienaar, CEO of Agilitude a Salesforce.com and customer engagement evangelist. “There is a general lack of understanding of a customer’s journey. This is exasperated by … [Read more...] about The reinvention of customer service through advanced analytics and omni-channel
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