7 Signs of Decline for the CX Movement in 2015
Beyond Philosophy
MARCH 16, 2015
My concern is the focus on improving the Customer Experience is in danger of heading the same way as Customer Relationship Management (CRM), into failure if it’s not careful. I see seven signs of failure for CX that I saw with CRM, represented in common statements I hear, including: “This IT system, will solve all my problems.”.
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