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In fact this number increased from 67% in 2012 to 84% in 2015. company, has implemented a Cisco-powered service to supplement branch office staff with virtualagents who can conduct face-to-face video consultations. Customer JourneyMaps. In 2011 Gartner predicted that. Nationwide Building Society, a U.K.
34% of companies are implementing “customer journeymapping” into their customer service. In 2017, 35% reported reaching out on social channels, up from 23% in 2014 and 17% in 2012. Two-thirds of customers are willing to share personal information with companies–but only in exchange for some perceived value. American Express.
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