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CXSF 2019: Do You Understand Your Customers’ Reality?

Blog: Forrester BPM Center of Excellence

Remember “the dress” — the photo that went viral a few years ago, reaching 840,000 views a minute? I mention it because Forrester defines customer experience (CX) as your customers’ perceptions of their interactions with your brand, and that photo drew widespread attention to the fact that perceptions can vary widely from one person to […]

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