As someone who works in customer experience (CX) every day, I don’t need to be reminded of the importance of customer-centricity. But CX Day, and the great awareness work done by the CXPA, does give me the occasion to reflect on emerging trends and the best (and worst: hello Wells Fargo!) CX examples that have crossed my radar in recent months.
The intense competitive dynamics between brands, combined with rapid change in consumer preferences and behavior, have made for plenty of work in B2C....