Remove 2012 Remove Consulting Remove Customer Experience Remove Omni-channel support
article thumbnail

Customer Service in the Digital Age

CSM Magazine

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. Omni-channels. Retailing 2020:Winning in a Polarized World (2012). Conclusion.