Summary
The customer experience (CX) profession is reaching a tipping point. The future of CX teams and leaders can either be about maintaining the status quo, such as tracking and reporting sentiment and results, or it can be about becoming a driving force for business transformation by embedding customer obsession deep into the organization’s culture, strategy, and operations. CX leaders must reevaluate their teams’ and their own ambitions for the years to come. This report shares the five most important lessons we learned from CX EMEA Forum 2022 to help CX leaders reframe their aspirations and implement, drive, scale, and measure customer obsession.
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