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Fierce competition is a natural part of life within the customer engagement arena. But these competitors do not always meet on a level playing field. Now that most brands find themselves in the middle of massive change and disruption, many “David” versus “Goliath” matchups are occurring in the fight for customer loyalty.
These opponents are also often called “underdogs.” They find themselves outmatched, adeptly managing limited resources, but still somehow successfully turning passive customers....
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