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Eight key elements: The science of successful customer experience management

Research has revealed eight essential elements of success.

How does marketing work in an Experience Economy?

Marketing will increasingly rely on the CIO to help understand, meet and exceed user expectations.

Mcommerce: How to optimise your online mobile payments

Tips to ensure that your mobile payments will keep pace in 2014 and beyond.

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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