CX in the Retail Industry

Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. For example, the Walker Customers 2020 report compared business customers of 2020 with counterparts from research conducted in 2013. The study’s authors conclude business leaders are having a difficult…

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