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For Customer Experience Professionals

Brief: When To Rethink Even A Successful CX Strategy

October 12, 2016

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Authors

  • By Deanna Laufer
  • with David Truog,
  • Gabriella Zoia,
  • Rachel Birrell

Why Read This Brief

Most organizations treat customer experience strategic planning as an annual or biannual event triggered by the calendar. Not so for customer-obsessed organizations: Their planning efforts are triggered by new information whenever it appears, so that they stay ahead of market changes and customer demand and are ready to execute when opportunities arise. The challenge is to detect the sometimes subtle cues that it's time to correct course. This brief tells CX pros how — so they can act on those signals before it's too late.

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