We researchers have done things in the past we probably wouldn’t do again. In some cases we have unintentionally erected walls that have acted to isolate companies from their customers – making the Voice of the Customer more elusive than it should have been. We need to tear down the walls that have caused the separation between company and customer. We need to relegate the ‘Us not Them’ mindset to the trash heap of CX.
In today’s blog, we continue our discussion about the trends we presented back in October at our CXForum in London. Let me know what you think. And thanks for watching.
Until next time.