Commerce
June 25, 2014
Engaged employees results in better consumer experience
By Jen King
NEW YORK – Although it may seem daunting to restructure a brand’s internal systems, a senior analyst explained June 24 at Forrester’s Forum for Customer Experience Professionals East: “Why Good Is Not Good Enough” that the return on investment yields greater corporate culture and leads directly to better consumer experiences.
{"ct":"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","iv":"8b1dc67e212b37720a199b05c5e82693","s":"0cd10fead30faaee"}
Share your thoughts. Click here