The days of cyclic marketing and methodic campaigns are long gone.  In today’s always-on environment, there is a need for continuous dialog with customers, and the ability to adapt to the dynamics of the conversation is critical.   The customer voice and experience has emerged as a key differentiator among brands.  According to Harvard Business Review, customers who have a good experience with a brand spend 140% more than those who had a bad experience.  Hearing the customer, gaining insights from their....

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