As Q4 nears its end, companies reflect on their achievements and prepare strategies for the coming year. This reflection is critical, as Forrester’s CX Index 2024 shows: CX Index scores have dipped across the board.
In this context, I urge you to remind everyone in your organization: “CX is not a project.” Projects end, but placing customers at the center of your business’ strategy, operations and leadership requires continuous commitment.
Such a sustained commitment is exactly wh...
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