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Sarah Essary
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What do you think will be the biggest 2011 trend in Customer Experience Management for brands?
Integration of social media to transform the way they engage, sell and service customers
CEM executives will tackle the importance of superior customer experience for differentiation/competitivenessAdvanced customer analytics will drive business decisions across an organization
Greater emphasis on responding to individual consumers online than ever before
Blending of multiple touch points will become increasingly important
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