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Gartner predicted that by 2020, customer experience would be the number one competitive differentiator for businesses. If that's the case, it seems like we have some work to do! We're nearing the halfway mark of 2019 and two-thirds of Customer Experience (CX) initiatives still fail. What's the solution? Last Friday I had the privilege of hosting a live discussion with Nate Brown, Co-Founder of CX Accelerator. Watch this interview for his take on why so many CX projects fail, his advice on turning things around, and his thoughts on the future of the industry.
Erica Marois is the Content Manager at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.
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