eBook: Transforming customer engagement: making first impressions last.
It occurs whenever they interact directly with a customer to start, manage or end a relationship. It can be initiated by either you or your customer. It's often people- and information-intensive, says Kofax.
And since it happens in real-time, there aren't any do-overs.
You've experienced it yourself. It happens when you apply for a loan, file an insurance claim, see a new doctor or request a government benefit. So you know what it's like and how critical it can be in defining your relationship with an organisation.
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