The journey to effective CX implementation can be tough. That’s because great customer experience isn’t about just fixing an issue, but about rethinking it and often creating something completely different. That requires a transformation of how the business approaches CX: its processes, technology, employee mindset, and behavior.
In our experience, companies that have trouble with their CX transformation programs commit the following “seven deadly sins.”
http://www.destinationcrm.com/Articles/Web-Exclusives/Viewpoints/How-to-Avoid-the-7-Deadly-Sins-of-Customer-Experience-Transformation--121446.aspx/
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