Companies today have invested heavily in tools and technologies to help them better understand their customers and gain the advantages of superior customer experience (CX). Although this was not the case pre-pandemic; companies are now building customer success teams as they look at CX to increase return on investment (ROI) by attracting, retaining, and growing share of wallet. CX transformations now seem a necessity for all organisations, as consumer choice and experience are taking over price and product as key brand differentiators.
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