Report

Customer Experience Strategy Best Practices

December 9th, 2015
With Contributors:
John Dalton
William Willsea
and Kara Hartig

Summary

Customer experience (CX) strategies that lack critical details lead to inconsistent execution and wasted effort. To improve, firms need a strategy that clearly 1) defines the intended experience; 2) directs employees' activities and decision-making; and 3

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