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Peled shared how Salesforce transformed its traditional way of navigating customerrelationshipmanagement into an unconventional yet innovative one. He tackled how Salesforce delivered a robust framework, which they converted as a tool to become more a customer-centricorganization.
However, many CX professionals struggle to convince their executive leadership to prioritize and take action toward becoming a truly customer-centricorganization. I believe some of this is because there is so much emphasis on customer feedback metrics that we lose sight of the forest for the trees!
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