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Future Outlook As AI technologies continue to evolve, their impact on the employee experience will likely grow even more profound. Ethical AI practices and robust data privacy measures build customer trust, ensuring that AI implementations are seen positively by customers who value transparency and security.
That’s exciting, yet the future of customer experience management (CXM) is calling out for significant shifts beyond the trends and forces in technology, socio-economics and competitive environments. Here’s why: CXM Status Quo. Clearly, the CXM status quo is likely necessary but certainly insufficient.
The idea of designing great experiences even BEFORE they reach customer service would change my whole outlook on service. It’s helpful to think in terms of Customer Experience (CX), and Customer Experience Management (CXM). Wrestling through that book caused something to click in my mind…and stirred up a new hunger.
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