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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. A few things can and often do happen however: There are no clear and obvious trends that jump out from the VoC data. Wrestling through that book caused something to click in my mind…and stirred up a new hunger.
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