Blog Posts Process Management

These 5 Universal Truths About CX Have Lasted 22 Years And Counting

Blog: Forrester BPM Center of Excellence

Recently I looked back ten years to the publication of Outside In, a comprehensive take on customer experience that I co-authored with Kerry Bodine. The book was based on a dozen years of research conducted by Forrester’s CX research team up to that time. Although a lot has changed in the last 22 years, I […]

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