Summary
Chinese firms are investing more effort and resources in customer experience (CX) as a differentiator and source of market strength. This report examines the findings from our 2017 CX management maturity survey, which we fielded to business decision makers in Chinese firms and reveals the challenges to implementing a more disciplined CX management approach. We also conducted in-depth interviews with several local firms to identify best practices that CX pros can implement for each CX management competency.
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