Center of Excellence: The Antidote to Failed Customer Experience Programs
The Petrova Experience
JULY 17, 2024
It’s no secret that even good CX programs fail. Back in 2018, Bob Thompson of CustomerThink shared the “inconvenient truth” that “93% of customer experience programs are failing.” Gartner echoed this two years ago. It found “most Customer Experience Programs are not delivering on the promise of improving differentiation and helping brands better compete.” The question becomes, why are CX Programs failing.
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