According to Forrester Research, Customer Experience (CX) is the number one priority for business and technology leaders*. 

This eBook was developed to assist organizations in their quest to deliver a better customer experience.   Where the challenge of delivering an omni-channel service, in a multi-channel world, has never been more complex.  We look at these 5 areas

1. What is the age of the customer?
2. Enter the e-contact center.
3. Achieving a 360° customer view.
4. Four keys to contact center success
5. Successfully managing the omni- channel eContact Center.

There is plenty of other great content and data as well. To continue reading: 

*Predictions 2016: The Spotlight on CX Helps and Hurts, Forrester Research

Blog Compliments of IR