“Empathy in Action”? offers a modern playbook for delivering customer experience (CX)
Natalie Petouhof
AUGUST 15, 2022
My path to a CX career started in 2001 at Peppers & Rogers Group. Their first book The One-to-One-Future (1993) described the approach of businesses nurturing relationships with each customer by collaborating with them and differentiating them. Original Article by Mila D’Antonio.
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