The way brands do business has been completely transformed over the last few years. To keep pace with the competitive landscape, companies have learned to evolve at lightning speed and pivot to put their customers at the very center of everything they do. But with so much weight on customer experience (CX), it begs the question –– exactly who owns CX within a company?
In this Inc. column, Tallwave CEO Jeff Pruitt explains why one person, or even one department, cannot be held solely responsible for running point on CX –– it must be woven into the entire organization. Jeff describes how companies should go beyond the data and identify how emotions play a role in their customers’ decision-making. Read the article here.
Written by Tallwave