CX: Why technology without internal change doesn't work
Customer experience is the business buzzword of the moment, but it is important to recognise that this is not a short term trend. Interest is being driven by technology that shifts the balance of power from business or brand to the consumer.
Customer perceptions and actions are crucial for any organisation now looking for future success. Widespread interest in CX comes from recognising the relationship between consumer and company has changed.
Businesses need to respond and adapt...