Many CX teams will disappear while others thrive, according to a new white paper. Business leaders can expect 2023 to be “a year of reckoning” for customer experience (CX) programs as companies face the challenge of focusing on customers while navigating a turbulent economy, according to a white paper from research and advisory firm Forrester. Forrester gathers annual insights in multiple industries from more than 700,000 consumers, business leaders and technology leaders globally. “The characte...
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