2014 State of Customer Experience: Who Are UK’s Leaders And What Can We Learn From Them? (Part 4)
Maz Iqbal
OCTOBER 16, 2014
According to the authors these are the four critical dimensions that businesses need to master to generate sustainable and significant improvements in CX excellence: A business is mobilised around a common vision; Customer journeys are mapped and prioritised for change; Measurement is owned by the frontline and linked to actions; and.
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