“Social media is all I need to understand my customers. We don’t need our CX programme anymore.” So said the senior manager in charge of CX at an unnamed global organization. With respect, I’m not so sure. I want to continue our discussion about the concerns and limitations surrounding this position. Based on the response to the previous blog, it looks like this is a hot topic with far reaching ramifications.
As before, I am grateful for the wisdom and insight of Dr. David Ensing who helped weave together the ideas for this series.