Summary
In the age of the customer, companies differentiate by delivering superior customer experiences. That requires all employees to become customer-obsessed and acquire the skills and knowledge they need to deliver the right experiences with the right level of quality. This report helps customer experience (CX) professionals determine the skills and knowledge that employees need and the groups of employees for whom they should tailor training to ensure that the organization can deliver great customer experiences. The report also addresses how companies should sustain customer obsession over time with continuous learning and reinforcement.
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