Successful Shared CX Needs New Partnership Dynamics
Blog: Forrester BPM Center of Excellence
Many organizations rely on external partners (or ‘intermediaries’) to support “their” customer experiences. But is it really “their” customer and “their” experience? Isn’t shared responsibility intrinsic to partnership? To be successful, the short answer is – yes. Take the following imagined scenario: Amy wants to buy a Lego set as a birthday gift. She goes […]
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