The CMO Council has partnered with SAP to bring you this report on how to map the operational gap in customer insight and experience, including detailed findings from a 32-question online audit of 245 senior marketing executives across 16 countries.
In response to changing customer trends in an increasingly mobile and digital world, the contact centre must also evolve from its traditional focus on voice- and email-based customer service into the intelligent contact centre. This whitepaper details the key qualities needed to produce and maintain an omni-channel, context-aware customer engagement optimization platform.
This Government Insights Paper is part of a larger business and consumer survey conducted by Stancombe Research + Planning for the Optus Future of Business Report 2013. Download to gain access to key drivers and insights into the challenges and trends facing governments transforming to digital delivery of services.