The category of customer experience has emerged from a basic expansion of CRM principles to a more tangible measurement of customer success. In the digital world, customers do not hesitate to let companies know how they feel about them, mostly when they have done something wrong. Now to transform your customer base from simply customers to advocates, companies are required to deliver a customer experience that is not just acceptable or good, but exceptional.
http://forbes.com/sites/sap/2020/01/03/3-necessary-soft-skills-for-customer-experience-success-in-2020/#3801836e3108/
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