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The High Roller Experience: How Caesars and Other World-Class Companies Are Using Data to Create an Unforgettable Customer Experience by David Norton

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CHAPTER10

Customer Service and Contact Centers

When people think about omnichannel solutions, call centers aren’t the first thing that comes to mind, as they are often viewed as operational cost centers. However, service channels can and should be critical opportunities to build relationships with customers via personalized interactions that leverage insight about who they are and their interactions with the brand. Providing a relevant and seamless experience across service channels leads to a much happier customer. Having had responsibility for ...

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