Based on the Cincom white paper, "Customer experience happens in the contact center: Learn how to optimize every experience and build loyalty with insights from Shaun Smith." Available at www.cincom.com/webcastCustomer experience expert Shaun Smith identifies four criteria that are the base for any sustainable customer experience management effort. A positive, managed customer experience must be based on processes that are:- Consistent- Intentional- Differentiated- ValuableGreat customer experiences are no accident, as industry-leading companies prove again and again. This white paper discusses and illustrates with real-world observations:- How complacency is the enemy of customer experience- How to be a customer experience standout- The characteristics of a customer experienceAlong with the whitepaper, www.cincom.com/webcast also contains the on-demand Webcast: See, Feel, Think, Do: Creating break-through ideas to deliver the perfect customer experience. Shaun Smith reveals the techniques that top companies utilize to develop ideas that solve their customers’ needs. And the best part is anybody can do it!

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