As the concept of customer experience becomes more prevalent across all industries, companies are working to keep up with how to translate the idea into tangible business benefits. Dana Hyatt, VP of Customer Experience within the Thomson Reuters Tax & Accounting division, recently spoke at the 2015 Engagement and Experience Expo during a session titled, “Creating Effective CX can be ‘Taxing’ yet Financially Valuable within the ‘Walls of Marketing.’”
The creation of Hyatt’s position, she....