Are You Playing Whac-A-Mole With Customer Experience?

We’ve all heard that the customer is in charge: They’re calling the shots and managing their own destiny. The role of vendors has been relegated to a supporting and enabling one. It’s all about the customer and the only thing that matters is their perspective. CEOs and management teams agree on these points on an intellectual level, but emotionally, the new reality is a hard one to swallow…

 

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