In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it. According to Forrester, many
In retail, customer experience drives loyalty, yet most organizations cannot pinpoint a single person responsible for it. According to Forrester, many companies admit they lack a clear CX owner. Instead, marketing, IT, digital, and operations each manage their own slice of the customer journey. For example, chatbots fall under digital communications, phone support under operations, […]
