– Det finns definitivt ett behov av att göra någonting åt detta, menar Thomas Karlsson, rådgivare inom customer experience, SAS Institute.
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Digitaliseringen har förändrat hur företag ser på sin CX-strategi. Men trots det tvivlar nästan två tredjedelar av marknadscheferna på att deras nuvarande strategi är tillräcklig. Det visar en färsk undersökning från SAS Institute.

Någonting är fel
Du är inloggad som prenumerant hos förlaget Pauser Media, men nånting är fel. På din profilsida ser du vilka av våra produkter som du har tillgång till. Skulle uppgifterna inte stämma på din profilsida – vänligen kontakta vår kundtjänst.
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Customer experience, CX, har genomgått en omfattande förändring och utveckling de senaste åren. En förändring som drevs på genom att digitaliseringsprocessen påskyndades under pandemin.
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
