Tags: digital-touchpoints*

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  1. As companies rush to understand and adopt digital channels, it is generating complexity, confusion and a growing disconnect in most customer journeys today. As organizations bring on new channels of communications for their customers โ€“ including social channels, chatbots, mobile apps, mobile sites, websites, smart device apps and more โ€“ they often struggle to bridge the communications from these channels into the back-end processes used to actually fulfill on customer requests.
    http://customerthink.com/integrating-digital-touchpoints-into-the-overall-customer-experience/
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