Everyone Agrees, So Why Are We Not Customer Centric?

You did everything by the book. You attended Forrester’s conferences about customer experience, you joined the trade association and read countless books and reports on the topic. Then you conducted a cross-functional journey mapping session resulting in a beautiful rendition of the complex journey your customers go through. After numerous internal efforts, you managed to acquire a portion of the budget for a Voice of Customer program and have tracked your NPS score ever since, which....

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