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Mark Jordan

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The Importance of Omnichannel CX Design – How to Engage and Empowered Cross-Functional Teams

Have you ever urgently needed written information from a bank to apply for a home loan just to wait on hold after calling the bank’s help line? After what feels like forever, you are finally connected to a representative but as luck would have it, they aren’t authorized to type a letter on the bank’s letterhead.

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