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For a growing number of B2B companies, the pathway to growth will be through CEM. So did omnichannel communications and personalization. Now, at least 89% of companies expect to compete mostly on the basis of customer experience, versus 36% in 2012. Many B2C CX practices have become universal.
Retailers must find ways to bridge the gap between offline and digital channels. For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions.
Retailers must find ways to bridge the gap between offline and digital channels. For instance, more and more retailers are adopting omnichannel strategies, however, more often than not, the end result is a schizophrenic technology arrangement that produces disparate customer interactions.
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