The nuts and bolts of basic CX programs are well understood — identify problems that hamper the customer’s journey, fix them, repeat. But leading firms have moved beyond this approach and play the long game, and that requires a fundamentally different set of chops. In this episode of CX Cast, VP and Research Director John Dalton joins us to discuss companies playing the long game, what sets them apart, and those that will share their stories at Forrester’s upcoming forum for CX leaders in NYC in June. For more on Forrester’s CXNYC 2016 forum or to register, visit Forrester’s event site.