A handful of famous brands have thrived despite their dreadful customer experience (CX). But now a confluence of digital disruption, consumer hyperadoption, and rising customer expectations threatens to take them down. To acquire and retain customers in this environment, all companies must elevate the role of customer experience in their competitive strategies and commit to playing the long game. Winning the long game won’t be easy. In this episode, Forrester VP, Research Director Harley Manning discusses why CX professionals must have a CEO mandate, an outside-in perspective, an innovation mindset, and disciplined execution.
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