What is CX and where is it heading?

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Everyone is talking about CX, with roles spanning from defining the customer journey to managing the call center. So what is CX? And more importantly, what should it be? And where is it heading? Referencing work with Professor Emma Macdonald, Professor Hugh Wilson, Warwick Business School with Shane Baxendale, VP Data Science at MESH and using case studies, we will be exploring models to help us understand what the customer experience is and how to impact on the everyday experiences that will improve it.

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