As with anything in life, it's easier to say things than do them. And, customer experience is no different. It is easy to say companies must improve customer experiences in order to create a competitive advantage, but it's hard to practice this 365 days a year.
At Walker, we make practicing what we preach a strategic imperative each year because we know it makes a difference and because it's our responsibility to our clients.
Our customer experience program isn't perfect....