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A key problem, said co-author Scott Broetzmann, is that many products and services are just more sophisticated and interconnected these days, thanks in part to technology. The researchers noted that issues were most common in core lifestyle products and services the ones that are relied upon to get through each day.
Scott Broetzmann is the Co-Founder, President and CEO of CustomerCare Management & Consulting (CCMC) and Mary Murcott is the President of the Customer Experience Institute for Dialog Direct. They will share insights from the latest Customer Rage study that CCMC and Dialog Direct conducted and partnership with W.P
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