Customer Experience Complexity Calls For a New Breed of Measurement
Caleb Freeman, SVP, Experience
Customer experience (CX) measurement has been on the edge of an evolutionary tipping point for a few years now. Advancements in technology and accessibility across platforms have created higher levels of connectivity, sophistication, customization and speed. The improvements have revolutionized how a customer’s experience can be measured, refined and optimized.
Even though many of the same evaluation criteria used historically are active today, the depth and breadth of visibility required to meet customer’s evolving needs have changed dramatically.
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