Empathy as a Commodity: Customer Experience Pivots Post-Pandemic
inmoment
JUNE 1, 2020
In the wake of COVID-19, the role of customer experience is at a crucial tipping point. According to a more recent Gartner report pre-pandemic, only 22% of CX Leaders can say that their programs exceeded customer expectations. Or does CX have an opportunity to move up the value chain in enterprise organisations? .
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