Customer Experience: The Way Forward in 2015

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A McKinsey survey found that companies focused on providing a superior experience across customer journeys realized a 10-to-15 percent increase in revenue and a 20 percent increase in customer satisfaction.

In planning for 2015, understanding and servicing customers' multichannel preferences will be key to a smooth customer experience. In this issue, we've compiled several viewpoints and best practices from industry practitioners on how innovations in technology and technique will continue to elevate the customer company relationship in 2015 and beyond.