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1to1® In Action: Harmonizing the Multichannel Service Experience

Customers are moving freely across channels and devices to satisfy varied needs and preferences. And although customers want options, it's important to remember that from the customer's point of view, it's not about multichannel; it's one channel, the one he or she is using at the moment.

The consequences of not providing consistent multichannel service experiences are irrefutable: Service costs will rise and customers will defect to the competition.

Readers of this 1to1 In Action guide will learn:

  • How channel integration provides a 360-degree view of customers' needs and preferences
  • Cost-effective approaches to deliver the best multichannel experience
  • Best practices for driving service innovation transformation
  • What customers expect from mobile experiences

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