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2019 GLOBAL CUSTOMER EXPERIENCE BENCHMARKING REPORT

IWith the customer now unquestionably at the centre of organisational strategy, the spotlight is on customer experience (CX). Yet, the findings from this year’s Global CX Benchmarking Report reveal something of an artificial reality: a gap between CX ambitions and truly customer-focused change. The bridge? An integrated CX strategy that’s built from the outside in.

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