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I recently did an interview with Intouch Insight–see below for Part 1.

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We recently sat down with Jim Tincher, founder of Heart of the Customer and Certified Customer Experience Professional (CCXP), to get his take on the customer experience landscape and how it is changing in 2018.

In part-one of this two-part article series, Jim discusses several key topics around customer experience (CX):

• • The importance of Customer Experience Management (CEM)
  • Where companies should focus their efforts in the early stages of developing a CEM program
  • Key challenges CX professionals face and how to overcome those challenges
  • Innovations in technology that will shape the future of CX

(more…)