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What’s gone wrong with the CX world - and how can it be fixed?
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As customer experience management has become increasingly mainstream, there has been a dramatic increase in the number of accreditations, certifications, award ceremonies, and CX influencer rankings. While some view this as a chance for the industry to mature and celebrate its achievements, others are concerned that these are the hallmarks of an industry that is being pillaged by unscrupulous organisations keen to make a quick buck - something that will ultimately harm the development of the CX discipline.
Graham Hill of Optima Partners, and customer service experience expert Alex Mead share their concerns and explain how customer experience management can course correct to save its soul.