Summary
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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