Am 13. September 2012 findet der 7. swiss contact day statt. Unter dem Motto "Kundendialog zwischen Digital Touch und Tante Emma Laden - Analoge Kundenbedürfnisse in einer digitalen Welt" präsentieren internationale Referenten Fallbeispiele und Erfolgskonzepte im Kundenservice. BSI stellt im Rahmen der Customer Experience Session zum Thema "Customer Happiness: Was Kunden wollen" die aktuellen Ergebnisse der in Kooperation mit der Zürcher Hochschule für angewandte Wissenschaften (ZHAW) durchgeführten Studie zum Thema "Intelligenter Self-Service - Wenn Kunden es am liebsten selbst machen" vor. Kernaussagen: Junge Kunden wollen Self-Service, vor allem im Internet. Apps holen stark auf, Automaten sind ebenfalls beliebt. Aber: der
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