Ineffective processes can have a negative impact on business. With 2017 well underway, it’s time to focus on the trends that promote positive customer experiences. In this report, Aberdeen Group explores the top trends that are vital to shaping organizational strategies that drive results.


Read this paper to learn:

  • Why it’s important to have a single view of customer data and facilitate the delivery of true omni-channel customer conversations
  • The difference between the customer lifecycle and the customer journey and why it’s important
  • The benefits of eliminating communication silos
  • Why consumer adoption of digital platforms provide opportunities – not disruption – for businesses