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Agency.com, MarketSpace form research consortium

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May 23, 2005
New York—Online marketing agency Agency.com and consulting firm MarketSpace have formed a research consortium to explore best practices for creating integrated customer experiences. The companies will research the use of interactive marketing, including Web sites, kiosks and call centers, and identify best practices for integrating customer experiences across a variety of touch points. The research will draw on the experience of MarketSpace founders Jeffrey Rayport and Bernard Jaworski, authors of "Best Face Forward: Why Companies Must Improve Their Service Interfaces With Customers" (HBS Press, January 2005).
—Kate Maddox

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