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Effective customer engagement is business critical – insights from Harvard Business Review Analytic Services

Intercom

Creating quality customer experiences has always been important for retaining customers. Now, during this time of economic uncertainty and against a competitive landscape, effective customer engagement is business critical. And ultimately, it’s the business who will swallow the cost of lost customers and revenue.

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IVAs: Self-Service Solutions that Work

DMG Consulting

The new generation of intelligent self-service solutions are conversational and designed to allow customers to make their requests as if they were speaking or writing to a live agent in voice and digital channels. Market Outlook for IVAs.