CX at a crossroads: (or has it run out of road)

When The Wall Street Journal declared ‘Customer experience gets worse. Again’, in June of this year, it sparked soul-searching and head scratching in equal measure. With all the money spent, and all the work done, how and why are so many firms getting customer experience so wrong? The article referenced research by Forrester US, that … Continue reading CX at a crossroads: (or has it run out of road)