Two weeks ago, I posted “Is Customer Experience a Missed Opportunity?” and shared CCW’s 2018 Market Survey. The report discussed the fact that many customer experience (CX) programs are failing to drive change. There were multiple takeaways; only 9% of programs said their primary use of journey maps was “to ‘orchestrate’ predictive and/or proactive engagement,” whereas 31% primarily used them “to fix ‘pain points’ in the experience.” This was one of many reasons CX hasn’t been having a strong impact in many organizations.Read more
https://heartofthecustomer.com/wp-content/uploads/2019/01/robert-bye-98949-unsplash.jpg 3350 5025 Jim Tincher https://heartofthecustomer.com/wp-content/uploads/2015/01/hotc-logo.png Jim Tincher2019-01-29 04:00:152019-01-27 18:32:59Why your CX Program isn't "Winning"
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