There have been cracks in the CX story. And now there is another article by a CX proponent, Charles Bennett of the Next Ten Years, Great Customer Experience does not always mean great business performance.
He goes on to say: “The theory says customer experience is proportional to revenue. At least that’s what “best practice” thinking has taught us. The better the customer experience the better the business result.
https://customerthink.com/use-customer-value-to-fill-in-the-cracks-in-customer-experience/
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