What do you think will be the biggest 2011 trend in Customer Experience Management for brands?
by Adobe
In a Facebook poll of 40 respondents, 35% chose “Integration of social media to sell and service customers”. How we count
Integration of social media to sell and service customers
35%14
Blending of multiple touch points (e.g., mobile, in-person, online)
32.5%13
Advanced customer analytics will drive business decisions
20%8
Greater emphasis on responding to individual consumers online
7.5%3
There will be a rising need for companies to create CEM positions
5%2
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