CX pros often feel trapped by their voice-of-the-customer (VoC) vendor — even when the vendor falls short on meeting basic expectations. That’s because the complexity associated with switching vendors makes customer experience (CX) pros struggle to accept that a change is essential to achieving their CX transformation goals. To help CX pros be more confident in identifying technology and services partners that can meet their ever-changing needs, Senior Analyst Faith Adams offers guidance on when a change is necessary and how to transition.
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