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Brands Must Keep Their Promises With Customer Experience (CX)

Blog: Forrester BPM Center of Excellence

Globally, 57% of marketing decision makers that Forrester surveyed in 2017 said that aligning their CX with their brand was not a critical or high priority. That is alarming, because the two go hand in hand. As CX author Matt Watkinson puts it, “The ideal gap between the brand image (what customers are promised) and […]

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