Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise
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Episode #12 - Customer Experience Principle #11 - If you can't tie CX back to customers, it's a paper exercise
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Summary
Creating a segmented persona driven Customer Experience strategy is all well and good, but without the ability to tie it back to individual customers through data - so that you know which customer should be treated with which treatment strategy - then the whole thing is a paper exercise.
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