NEW YORK - Many companies have not adapted their environments, and all aspects of their business, to reflect the evolved customer-centric age, said a senior Forrester analyst June 25 at Forrester’s Forum for Customer Experience Professionals East: “Why Good Is Not Good Enough.”
{"ct":"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","iv":"575ba497e9196747d05b3ca1a52ae9e4","s":"6059fceaf190b5c5"}