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SpeechTEK 2013 - Monday, August 19, 2013
C101 – Giving Customers a Unified Digital Experience
10:15 a.m - 11:00 a.m
Daniel Hong, Research Director & VP - Forrester Research
Mike Monegan, Vice President Product Management - Cyara

Nearly three-quarters (74%) of today’s customers use at least three channels when interacting with a company for customer service, according to Ovum. Sadly, most companies are still serving stand-alone, single channel experiences that frustrate customers by losing the thread of the interaction and forcing customers to repeat themselves as they move from one channel to another. This session provides a strategy for using Big Data to predict customer intent and capturing the interaction context to enable a unified, channel-agnostic digital experience.

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