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At this very moment, it is happening. Across channels and touchpoints, customers are experiencing your company. Whether interacting on the Web, through a contact center, by way of email or face-to-face, customers are experientially assessing the extent to which your company values their patronage. Those experiences are collectively serving to strengthen relationships—or, if your company is failing to fulfill its brand promise and to delight customers— are instead weakening the bond between your customers and your business.
We partnered with SAS and Jubelirer Research to undertake the first in a global series of empirical investigations designed to: