FAIL: Three reasons your customer experience is fundamentally flawedby
Forrester Research's Harley Manning explains the most basic errors that organisations make when it comes to customer experience – and how they can be addressed.
1. Businesses don’t define ‘customer experience’
2. Businesses do not treat the customer experience as a business discipline
3. Businesses assume customer experience is a frontline issue
After two decades of experience working as a journalist and editor covering business and technology, including over 15 years as editor of MyCustomer, Neil now works as senior content manager at skills-based workforce management platform provider Spotted Zebra. ...