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Eight key elements: The science of successful customer experience management

Research has revealed eight essential elements of success.
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How does marketing work in an Experience Economy?

Marketing will increasingly rely on the CIO to help understand, meet and exceed user expectations.
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Mcommerce: How to optimise your online mobile payments

Tips to ensure that your mobile payments will keep pace in 2014 and beyond.
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Editor's note

Some reports estimate that by the end of the decade, self-service could account for as much as 40% of customer service engagements...

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