Why strategic customer experience initiatives win out over price reduction every time

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  1. Forrester predicts that this year alone, 20% of brands will give up on customer experience strategies and resort to price reduction to drive sales. An even more alarming amount of those surveyed, 89%, reported return on investment for customer experience isn't well established in their companies. As retailers, you know customer experience is the name of the game. So where does CX need to go from here to be successful enough to avoid a price drop?
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