An effective Customer Experience Management (CEM) program is a perfect blend of different ingredients. A good mix of a clear strategic vision, measurable goals, key performance indicators, structure in place, and change management efforts. To support that, one of those elements, it is a robust CEM/VOC platform.
A recent Forbes article provides a harsh reality check with 7 out of 8 digitalisation projects resulting in failure. I’m your customer: make my life easier, deliver to me an experience transformation.
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