The article “Beyond engagement: Top must-haves to drive customer experience forward” by Ekaterina Walter discusses that customers don’t just expect resolution from traditional customer service outlets, but they expect to be answered to on the internet quickly as well. The topics in this article include the following:
- Foundations for Engagement Success
- Who responds?
- What to respond to?
- How do you track social?
- Beyond the responses
- Cross-silo collaboration
- Predictive analytics and sentiment analysis
To read the full article, click the link below:
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