Once you define your customer experience strategy and begin the journey down it, you'll likely find a tipping point where people, data, technology and processes start to sync, and the benefits of the hard work become clear for employees and the customers who are the true beneficiaries of a well-executed plan.
CX: Key focus, poor execution
Customer experience is clearly a key focus area for the majority of executives across a broad swath of industries, regions and company sizes. This....