Acing Omnichannel Support in SaaS

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  1. Looking at customer experience (CX) and churn in the SaaS environment from a high level, theres one theme that stands out from the mix: The fact that we live in whats called a switching economy. The term, coined by economists, describes a current trend impacting switching brands because of dissatisfaction with their experience. It can be a major driver of customer churnand its already creating an incredible economic deficit in the US.
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