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From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

The reality is that “customer experience” is more than a single engagement or interaction with your organization.  It starts with a customer’s first point of contact and ends with the last…