Trends Report

Customer Experience Innovation Demystified

June 27th, 2013
KB
Kerry Bodine
With contributors:
John Dalton , Amelia Sizemore

Summary

"Innovation" has become a buzzword in the customer experience field. Everyone talks about it, but no one knows quite what it is or how to attain it. In fact, most firms that believe that they're innovating are actually thwarting differentiation and wasting massive amounts of time and money in the process. This report provides a framework that will help customer experience professionals develop a strategic plan to leverage their customer experience ecosystems to deliver new experiences that drive differentiation and long-term value.

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