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via Forrester Blogs Victor Milligan

The customer is changing market fundamentals…and customer experience (CX) is changing operating fundamentals.
In a recent webinar, key CX analysts Moira Dorsey, Harley Manning, and Blaise James tackled how CX is changing operating fundamentals with a deep dive on the state of CX and special attention to the real implications of CX.
There is broad market acceptance that winning on the basis of experience is a customer-led mandate. You can look at the reasons why from two different angles:
So we asked: if I buy into the need to stand up an initiative to measure and consistently improve CX, how do I best operationalize CX to drive the expected gains?
We came to six key takeaways that give leaders an ability to anticipate and plan for people, technology, process, and financial issues:

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via Forrester Blogs Victor Milligan

 

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