Customer Experience: The latest on CX
Forrester research finds an alarming decline in CX scores—or perhaps customers have gotten too tough to please.
One analyst hypothesizes that a little bit of customer understanding goes a long way toward retention.
Leave the gun. Take the marketing software.
CX brings a focus on the customer that CRM had always intended to, but for many organizations, didn't quite achieve.
Marketers who ignore the influence of marketing on customer experience do so at their peril.