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For Customer Experience Professionals

Acquisitions Are Not An Excuse For Bad Customer Experience

How CX Pros Can Make The Best Of Their Companies' Next Acquisition Disruption

June 21, 2016


  • By Deanna Laufer,
  • Samuel Stern
  • with Harley Manning,
  • William Willsea,
  • Kara Hartig

Why Read This Report

Mergers and acquisitions (M&A) are virtually inevitable in the lives of corporations. Even so, they distract attention from other initiatives — including customer experience (CX). CX pros must maintain momentum during acquisitions and sustain focus on customers after the integration. This report documents how CX pros on either side of an acquisition can navigate an M&A event. It shows how they can help the newly merged company deliver a customer experience that's greater than the sum of its parts.

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Table of Contents

  • Acquisitions Are A Natural Part Of Corporate Life
  • Don't Be Sidelined: Manage CX Through Each Phase Of An Acquisition
  • Recommendations

  • Engage Your Entire Ecosystem For CX Success During Acquisitions
  • Supplemental Material
  • Related Research Documents