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Idea from Melanie Grano

Melanie Grano

Title

The Link Between Customer Experience (CX) and Customer Expectation Is Critical To Contact Center Success

Summary

Is your company creating a customer centric culture that revolves around customer experience (CX)? If you’ve made customer centricity a cornerstone of your company culture, you’ve taken a big step towards rising above your competition. How your company defines a positive customer experience can’t only be measured by metrics that deal with ROI and call wait times. The true value of customer experience can only be determined when it is held up against customer expectations.

Author

Melanie Grano

Industry Category

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