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For Customer Experience Professionals

How To Increase Your Firm's Appetite For Customer Understanding

Lay The Groundwork For A Modern Research Practice

April 1, 2019

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Why Read This Report

Customer experience (CX) pros know that customer understanding is crucial for creating successful experiences but often lack the buy-in they need from their colleagues to do the research required. This report outlines the steps CX pros should take, in four phases, to get support for research to help guide their firms toward more customer-centric decision making.

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Table of Contents

  • Does Customer Understanding Drive Your Company's CX Decisions?
  • Turn The Tide In Four Phases
  • Recommendations

  • Use Initial Successes To Fuel Bigger Wins
  • Supplemental Material
  • Related Research Documents

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