Successfully introducing Customer Experience Functions in large businesses. A Case study by Ruth Crowley
CX Centric
JANUARY 20, 2021
This case study is an extract from The Customer Experience Playbook by Jonathan Daniels. Ruth was tasked to lead a Customer-Centric transformation, which would stick, and would open up more revenue for the business. The 5th stage involves the establishing of customer-centric KPIs and Metrics.
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