Blog Posts Process Management

Do you believe customer obsession is worth it in a difficult economy?

Blog: Forrester BPM Center of Excellence

I’ve just kicked off some new research to fuel a keynote and two track sessions at Forrester’s CX North America forum, coming up June 13-15 in Nashville.  I’m calling this research: Customer Obsession For When The Going Gets Tough.  Here is my thesis: In times of uncertainty, too many businesses hunker into a protective crouch, […]

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