Money talks.
Particularly when it comes to customer experience, money talks.
When it comes to money the CEO decides. So the priorities of the CEO matters because what the CEO focuses on grows. And generally theres a lot of pressure on the CEO from the board to make quarterly dividends. With so much board focus on quarterly profits and growth, its hard for the CEO to truly focus on customer experience which involves long-term investments, or being misunderstood by wall street for long periods of time.
The discussion of customer experience is dependent on a discussion about money because..
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