Many companies now have senior officers in charge of customer experience. The executives’ role is to define the attributes of the customer experience in partnership with their operational colleagues, organize the customer-satisfaction-measurement process against those attributes, and encourage remedial action wherever warranted. What they hardly ever have, though, is an approach to evolve the design of the customer experience, let alone create a new experience.
strategicNovember 7, 2016
culturalNovember 28, 2016
economicFebruary 2, 2017
creativeOctober 31, 2016
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