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Key Takeaways
Understanding how modern world objects shape our behaviour and thinking
The importance of managing across all customer experience management silos
The decline in customer experience index scores according to Forrester's 2024 CX index
The role of expectations in customer experience and the impact on behaviour
The need to say no to non-ideal customers and align strategies with expectations for success
Key Statistics
98,000 consumers surveyed for the 2024 CX index
Companies scoring barely above a C grade in the CX index
Companies making record profits while customer experience declines
Key Discussion Points
The impact of siloed thinking in business
The importance of understanding and managing customer expectations
The relationship between employee engagement, customer experience, and financial performance
The concept of nimbly resilience in business strategy
The cost of churn in the United States being more significant than th...
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