Todays customer experience (CX) programmes provide a crucial opportunity for differentiation beyond price and quality.
Yet, ironically, many organisations are delivering comparable experiences because their CX programmes have hit the same brick wall: they can capture customer insights, but are unable to turn insights into action and drive organisational change which is the hallmark of a truly world-class programme.
How do you know if youre one of those stuck in the rut and how do you push past it?
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