The buzz: “The customer experience is as vital to the enterprise as it is to the retail consumer.” (inform.tmforum.org) “Experience Management (XM) is the process of monitoring every interaction people experience with a company in order to spot opportunities for improvement.” (qualtrics.com) “Loyalty must be on a fast track toward extinction, right? Wrong!” (Harvard Business School) Experience – winning the hearts and minds of customers, employees, partners – is vital for all enterprises every day. But many companies did not pay enough attention to this before the global pandemic made ever
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