For an industry that’s been growing and evolving for years now, I think it’s fair to say that 2018 was the year when the world of Customer Experience was really recognized as a game-changer. CX professionals and providers of services and solutions that support the customer experience have known this for years, of course, but something has changed. That thing is money. Yes, that’s an over-simplification, but bear with me. While there has been plenty of merger and....

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