Successful Shared CX Needs New Partnership Dynamics
Forrester IT
JULY 5, 2023
Many organizations rely on external partners (or ‘intermediaries’) to support “their” customer experiences. But is it really “their” customer and “their” experience? Isn’t shared responsibility intrinsic to partnership? To be successful, the short answer is – yes. Take the following imagined scenario: Amy wants to buy a Lego set as a birthday gift.
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