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October 25, 2021
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On-site search, customer experience and inexplicable inaction

In 2015, I wrote an article called “Why Relying Only On Reactive Customer Service Is No Longer Good Enough.” In it, I quoted a couple of […]
April 20, 2011

The growing search for human contact in customer experience and customer service

Over the last few weeks, I’ve had a couple of conversations with the folks across at Adobe about what they are up to in the customer […]