In this episode, Mike and Paul discuss some troubling statistics about the customer experience field that threaten its future. They discuss the business failure to realize financial benefit or differentiation through customer-centric transformations, the reasons for this lack of success, what it means for CX professionals and business executives, and what organizations can do to fix the problems.
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Each episode includes a discussion on a key CX topic, while also highlighting tools that CX practitioners can use, and how CX helps address key challenges our clients are facing.