Customer Experience Requires Seamless Integration to Reduce Friction

As customers and prospects use more devices in their personal and business lives, B2B and B2C organizations need to engage them on the devices and in the channels they prefer to ensure a positive user and customer experience.

There’s a proliferation of devices with customers and prospects interacting with computers (laptops, desktops and tablet) mobile devices, televisions, voice assistants, watches, glasses, automobiles and whatever the future holds.

There’s also a proliferation of channels — brick-and-mortar, e-commerce, channel partners, social media, direct-to-consumer, as well as web and mobile apps.

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