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Here's what a leading CMO told me recently when I asked about the quality of their CX and personalization: "We are using new CRM technology to automate old, bad behaviors…not being guided by how our customers define improved CX. Result: High volume, irritating and brand damaging spray and pray."
Per VoC research conducted by our firm among customers and lost customers of leading brands, many marketers are kidding themselves when they say they&rsquo....
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