Marketers need to start looking at the overall customer experience (CX) management to get to a real understanding of return on experience (ROX) investments. We’ve been told repeatedly in the last few years that—much like content—customer experience (CX) is everything. That by giving customers a great experience, they’ll be more loyal and share their experience with friends. By extension, every marketer knows the need to be building great CX to attract, win, and....

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