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Facebook Looks To Monetize Messaging By Acquiring Kustomer And Extend Into Customer Service

Blog: Forrester BPM Center of Excellence

Facebook announced its intention to acquire Kustomer for $1B, adding digital customer service to its portfolio.   Why the focus on customer service? It’s because customers hold the power in interactions with companies. Customers demand easy, effective service that values their time, and provides them with personal experiences that are in context of their actions. They increasingly use self-service and digital channels to interact with companies as these channels meet […]

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