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Turning the Customer Journey Inside Out

In this report, we explore how marketing, sales, and service teams can make better use of data and collaborate more closely to align themselves with the new customer journey. We also highlight how predictive analysis of customer data helps brands become more adaptable and strategic in the way they engage with their audience. Finally, we explain why brands must move away from outdated metrics and measure themselves against outcomes that reflect the way people actually engage with digital channels.

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