And not just within the walls of Facebook, but across every customer touch point.

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Each customer touch point, while part of a broader strategy, is a unique activity that never quite connects with the others.

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Often the service professional is the only human touch point to the customer.

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Challenge your team to power intelligent interactions at whichever touch point they occur and irrespective of whether they are company- or customer-initiated dialogs.

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Another front line touch point for consumers, the lack of attention many brands give to top notch customer service is pitiful.

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