Presentations

Customer Experience Reference Architecture

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Executive Summary

Customers want a consistent, connected, personalized, and efficient experience throughout all phases of the customer lifecycle delivered seamlessly across all touch points. Exceptional customer experiences drive revenue and create loyalty, advocacy, and repeat business. The prevalence of social media today means that customer satisfaction may not only impact repeat business from that person, but frequently also impacts new or repeat business from their social media circle. Therefore, the customer experience is more important than ever.

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