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Customer Experience Principle #1 - Customer Experience is something the customer gets
Manage episode 284911771 series 2876004
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Ian Williams looks at the fact that Customer Experience is not something that the organisation delivers, rather is something that the customer receives. Customer Experience Management is a cross-functional business discipline, however is not a functional activity. If you make CEM functional, you create a silo. If you create a silo, you become part of the problem...
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