Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience efforts with clients and colleagues? Strategy sessions and planning for expanded customer listening? Now, that’s what gets me going in the morning! (Yes, my wife thinks I’m nuts, too.) As a new year starts, it’s a natural time to....

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