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Multichannels is still a myth for retailer : companies continue to struggle with cross-channel contact strategies

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      <subfield code="a">Multichannels is still a myth for retailer</subfield>
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      <subfield code="a">Unfortunately, few companies manage to master cross-channel challenges. Forrester recently evaluated the cross-channel experiences in four industries (auto insurers, discount retailers, footwear manufacturers, and online travel agencies) using its Cross-Channel Review methodology. The methodology was based on five major components of channel and channel transitions reviews, focusing on Web, IVR, phone, email, and channel transitions experiences</subfield>
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