An experience management (XM) program can drive changes across your business that increase loyalty, reduce churn, and generate revenue—and even the smallest changes can have a major impact on your bottom line. In their brief, How Customer Experience Drives Business Growth, 2020, Forrester calculated the impact of improving customer experience (CX) index scores by just 1 point for 12 industries. Across all industries, on average, that small improvement led to millions&mdash....

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