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Leveraging the Contact Center as the Touch Point for Customer Insights and Engagement

Leveraging the Contact Center as the Touch Point for Customer Insights and Engagement

This IDC study summarizes some of the key discussions from the recent Contact Centers Executive Roundtable. The attendees included senior IT executives and senior line-of-business (LOB) managers from a number of industries including insurance, finance, wholesale, retail, government, and travel. This was a mixed group of CIOs and IT and LOB leaders.

Please Note: Extended description available upon request.


IDC Opinion
In This Buyer Case Study
Situation Overview
Organization Overview
Challenges and Solution
Personal Clouds and Co-Creation of Customer Experience
Emerging Models: CIO and LOB Manager
Results
Essential Guidance
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