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Customer support is transforming. With SaaS, it has become an engine of revenue–driving product adoption, retention and expansion. The shift from cost center to value driver requires investment in the data and automation necessary to not just reply in realtime, but resolve in realtime. Somya Kapoor, CEO of TheLoops presents a strategic approach for support leaders to harness their data for predictive insights, dynamic engagement and personalization to create differentiating support services.
Publish Date: May 27, 2022
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Peg Rodarmel, SVP, Subscription Services, Infor
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