3 minutes | Oct 21, 2020

Customer Experience Principle #1 - Customer Experience is something the customer gets

Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...
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