The X Principle within Transformation

Do you see the X within transformation? Often we talk about digital transformation… which is not about digital, it’s about transformation. This transformation means not just using digital tools & channels, it means changing the entire business… and this in direction to the customer and his experiences with our products / services.

The US Customer Experience Index, 2019

Forrester just released his #CX Index 2019 with “Some Small Gains, Widespread Stagnation, No Real Leaders”.
#CX is one of the most used “buzzwords” these days… but it is much more than jus a “buzzword”, it changes the entire way we are doing business in future as I think. We are in an early phase with some les players like Apple and Amazon which are (since long time) far ahead on this. So let’s see what Forrester has discovered.

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