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The Data Digest: Prioritize CX Investment By Understanding Empowered Consumers

Blog: Forrester BPM Center of Excellence

On paper, customer experience (CX) is about people creating memorable experiences for other people. But in reality, resonating with consumers is complex and messy. Customers approach your brand with unique emotional profiles, tendencies, and preferences that shape how they feel about your CX. Like people themselves, CX isn’t objective or static — its quality relies […]

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