About this paper
Todays customer experience requires a combination of individualized insights, connected interactions and an agile approach to meet customers in the channel of their choosing. This means more than simply doing the same things over in the new channels. It requires new ways of exploring customer trends and preferences.
To explore this in depth, Forbes Insights, in partnership with SAS, conducted a global survey of 357 senior executives across a range of industries and functions. Forbes Insights also conducted one-on-one interviews with several executives to further illuminate the findings.
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