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The ROI of Customer-Centric Digital Experience Management: Master Digital to Drive Better Performance


Digital channels such as the web, chat, email, messaging, and video have all become an essential part of customer experience management (CX) programs. In fact, Aberdeen’s Contact Center Trends survey capturing insights from business leaders around the world and across all industries and company sizes shows that all businesses use digital channels to serve customers. In other words, from global conglomerates to neighborhood mom-and-pop stores all firms use digital channels within their activities.