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The future of customer experience (CX) is all about growth. We recently asked our clients and wider contacts what they considered to be the most important factor in their CX programs and what they saw as the No. 1 challenge or thing that keeps them up at night — and some of the answers surprised us.
Many of them said customer experience is crucial for success and creates a key competitive advantage — we expected that answer. Many have cut costs, leaving the service and sales experiences as key differentiators. These teams are focused on action and building capability and can
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