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Don't let IT confuse the customer

Jan 25 2012  While technology such at Twitter and Facebook have created new ways for companies to get closer to their customers, consumers can feel alienated by many of the same technologies. How can we get IT right in customer relations? The FT's Maija Palmer discusses the issues with Mark Goldman of Nationwide Building Society, John Clarke of The Boston Consulting Group and Computer Weekly's Bryan Glick  (5m 55sec)
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