Three common and enormous mistakes companies make with Customer Experience (CX) programs

This article was originally published on Gartner’s blog. Published on CXFocus with permission. Many companies have embraced the concept of customer experience (CX), but relatively few organisations have achieved mature, self-sustaining CX programs that enable enterprise-wide customer-centric culture and significantly improve customer satisfaction, loyalty, and advocacy. As with any business discipline, there is plenty of …