What if user's organization could increase customer satisfaction with every customer interaction? What if customer-facing teams had the information and insight necessary to delight user's customers every time they made contact? What if user could proactively provide service to users customers before they even know that they need it? For many organizations, this dream is far reaching. They know that they are failing to maximize the value of their customer relationships and want to change this situation. They are finding it hard to embrace new channels of interaction, such as mobile devices and social media. The millennial generation favors these channels, and because leading companies across many industries are adopting them, their importance cannot be underestimated.