Which is more integral to success: Digitization or customer experience?
CX University
JANUARY 30, 2018
In an era when disruptors like Uber, Netflix, and Amazon are reimagining markets and eroding the boundaries between markets, incumbents know they need to change. In the last decade, mastery in customer satisfaction has delivered a CAGR of 15%. A top-of-the-line experience in 2018 might easily seem frustrating in 2028.
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