It’s that time of the year. Goal setting is in the air as companies prepare for year-end budgets and planning, and executives are asking: “What should we aspire to achieve in the next 12 months?” Many dive straight into the numbers and their impact on customers: What investments in products, services, systems, or people will enhance the customer’s experience in the next 12 months? What decisions may impact customer experience negatively? Price increases? Tighter....

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