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CX’s Coming of Age
This year marked the 21st anniversary of Pine and Gilmore’s Experience Economy, with customer experience management reaching age of majority across the globe. However, CX Maturity level-wise, most global brands and companies still linger in their infancy or, at most, tumultuous teenage years. The presentation will explore top 3 challenges and solutions to overcoming them –having the right customer-centric culture, framework and program in place –drawing from customer-obsessed lead research and consultancy practices as well as CX leaders across industries.
