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":"5f82776bb15610b92f5a47aa69e4845c","s":"d8cc6d285a48770d"}
Share your thoughts. Click here