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Not just cross-channel, customer-centric

I saw this interesting Q&A today over on Intelligent Enterprise - Crossing Channels: Q&A With Best Buy's Matt Smith. The Q&A covered how Best Buy is moving into cross-channel analysis and how it hopes to use this as the basis for better serving and marketing to its customers. Those of you who read the blog regularly will know that customer-centric decisioning, and the analytics it requires, are a big part of how Best Buy turns this cross-channel data into equally cross-channel actions. For more, check out this post on their presentation at our recent InterACT event, or this post on capitalizing on customer insights. I also mentioned them when I posted a complaint about the long tail.

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