Customer Experience (CX) Value Creation
❔"How do you define value creation from customer experience?"❔ This is a multi-million dollar question depending on the industry that you are in and the organization that you are talking about. This is something that plagues Customer Experience (CX) leadership and management: when people start asking, "Is customer experience, you know, worth it?" C-level leaders to customer-focused employees, even organizations who are running pretty mature CX programs, often start wondering how their effor...