The Truth about Customer Experience

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This article from the Harvard Business Review shows how organizations that are able to skillfully manage the entire customer journey, versus just the typically emphasized touchpoints, reap enormous benefits. These benefits include enhanced customer satisfaction, reduced churn, increased revenue, and greater employee satisfaction. To realize these benefits, companies need to embed customer journeys into their operating models, and a true competitive advantage goes to companies that get it right.  Read this article to learn more.

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