Marketing
June 20, 2018
Marketers need to remodel their customer service. Image credit: Moncler
By Sarah Jones
NEW YORK – As marketers look to overhaul their customer experience, many are just skimming the surface with superficial makeovers, according to a Forrester analyst.
{"ct":"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","iv":"6dd9503cd6718cb320ac867d8264b0ab","s":"a09bc848a3d5eb80"}
Share your thoughts. Click here