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Transformation of the Customer Experience: Bridging the Artificial Reality
With the customer now unquestionably at the center of organizational strategy, the spotlight is on customer experience (CX). Yet, the findings from this year’s Global Customer Experience Benchmarking Report reveal something of an artificial reality: a gap between CX ambitions and truly customer-focused change. The bridge? An integrated CX strategy that’s built from the outside in.
Vice President & General Manager, Americas Customer Experience