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Accelerate business success by tracking customers across channels

A custom technology adoption profile of Celebrus undertaken by Forrester Consulting

In the age of the customer, firms must differentiate themselves on experience.

Delivering great experiences means firms must leverage customer data from every engagement and across touchpoints to drive relevant,  compelling, and personalized experiences. However, while most firms understand this, few are able to comprehensively track and collect the customer data needed to drive these insights. 

This study of 200 decision makers, responsible for customer interaction data at their organizations, studies how enterprises manage customer data across multiple digital customer interactions to drive engagement .

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Key takeaways

  • Firms struggle to enhance digital experiences with data
  • Enterprises must capture and leverage customer interaction data to succeed
  • How to develop deep knowledge of omni-channel interactions