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Customer Experience Innovation Demystified
“Innovation” is a buzzword that has become far too well-known in the field of customer experience management—unfortunately, no one really knows what it truly means and even less so, how to attain it.
As a matter of fact, according to Forrester Research, Inc., most firms believe that they are “innovating” when in reality they are doing just the opposite, not to mention wasting time and capital. So how do you really start innovating with CEM instead of falling to the all-too-common folly of business hubris?
The following Forrester Research, Inc. white paper intends to clarify the real state of CEM innovation. Learn what it takes to create an innovative framework that drives deeper experience and differentiation, long-term value, and more.