FEB 15, 2013 2:24pm ET

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Personalize to Optimize the Customer Experience

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It’s a familiar scenario: A customer calls a well-known Internet and phone service provider, enters their customer ID or billing number and their date of birth, and presses pound to indicate they are calling about an issue with their service. When a human representative finally answers the phone, the customer explains the situation and receives a resolution to the issue.

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