Customer experience (CX) is no longer just a competitive advantage — it’s a business imperative. Businesses can no longer compete on just price or product if they want to succeed in an industry with lots of competitive options. Customer-centric organizations see better retention, stronger loyalty, more word-of-mouth marketing, and long-term, sustainable growth. And this can be accomplished by getting everyone on board and empowered to make CX part of their job — no matter what their title or job description says.
