Now more than ever, customers just want to be recognized and understood. We live in the personalization era and 2015 will only take it further. At the same time, the lack of efficient customer engagement technology in place at companies worldwide and the number of ‘impersonalized’ processes in contact centers and beyond have left many customers wondering when it will all change. No Excuses Anymore! Recently, a spacecraft called Philae successfully landed on the icy, dusty....

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