Heres the unfortunate truth: in todays business climate, odds are your customer experience (CX) just isnt cutting it. Its understandable. Customer expectations and new digital capabilities are evolving so fast it feels like only the Googles and Amazons of the world can keep pace. In a 2018 survey my company, West Monroe Partners, did with the Customer Experience Professionals Association (CXPA), 61% of respondents said their companys ability to quickly adapt is a top strategic priority yet only 17% thought efforts to do so were currently mature.
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