During a recent Topdown webinar, Forrester analysts Ted Schadler and Craig Le Clair presented a compelling case for the business value of customer experience (CX), reviewed research that uncovered common gaps in CX, and then offered insights into how to close those gaps. Afterward, I provided a real-world example of how those gaps show through to the customer, proposed a reference architecture based on the Forrester research to help close the gaps, and identified one thing everyone can do today to improve customer experience.
We’re....