5 Predictions For the Future of Customer Experience

Customer experience used to be something that big businesses talked about — and did relatively little about. Designing, automating and scaling it required an intimidating tech stack, and the businesses equipped with such tech stacks had little incentive to approach CX differently. Either they were already large and successful, or they were well-funded startups following a set playbook to get that way.

CX might have been a buzzy concept in marketing departments and Silicon Valley, but it wasn’t a particularly buzzy concept among customers themselves.

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