Not arguing for head in the sand, but there’s some logic to this idea.
Don’t go hunting for tech until the strategy is sound.
CX’s important role in the current economic climate.
Think of this in terms of “crawl, walk, run.”
Here come the chatbots! (And, hopefully, better goal planning.)
Remember: this cuts two ways. You want to prevent customer defection, but also prevent employee defection.
A visual way to get executives to care more about customer retention issues.