A CONNTED Knowledge-Strategy FOR THE 2020s Enterprise

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A CONNTED Knowledge-Strategy FOR THE 2020s Enterprise

Every company has multiple moments of truth, or ongoing encounters that shape its trajectory of growth and success. The encounters can be frequent and may occur every minute of the day. These include the moments when a customer contacts a company—through an agent on the phone, via online chat, in person, or any other available channel—making an inquiry, seeking resolution to an issue, or making a purchase.

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