Customer experience in 2017: Learning from the positive
The start of a New Year offers a chance for companies to reflect on market developments, and to stake their claim on what they see as the most important trends that will shape the landscape in the months and years to come. When it comes to customer experience (CX), unfortunately the temptation to dwell on disasters that took place during the preceding 12 months – of which there were many in 2016 – can prove too strong.
Learning from the past
While it can be useful to learn...