Improve Customer Experience: Have a Dedicated Team

"Establish a dedicated team responsible for the continuous evolution of a north star customer experience. Many organizations make the mistake of doing some research, create a north star customer journey map, post it on the wall, and call it done. Now more than ever, your customer experience strategy requires constant gardening and evolution if you want to obtain and maintain market leadership.” says Joe Murray, the chief digital officer of North America at technology consultancy Thoughtworks.

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