Customer centricity Entertainment Multichannel Surveys 
CSM Magazine
MARCH 3, 2016
Poor customer experience is costing UK brands at least £234 billion a year, as customers abandon online purchases in frustration and take their business elsewhere, according to new research from cloud-based contact centre solution provider Magnetic North.
COPC
MAY 16, 2018
So, how can you and your organization figure out which channels and solutions your customers want to use? One suggestion: take a customer-centric approach to channel management. Step 2: Find out which channels customers want and, just as important, what capabilities they expect out of those channels. Customer feedback.
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