NEW YORK - Many companies have not adapted their environments, and all aspects of their business, to reflect the evolved customer-centric age, said a senior Forrester analyst June 25 at Forrester’s Forum for Customer Experience Professionals East: “Why Good Is Not Good Enough.”
{"ct":"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","iv":"4bb3813bf12d1423461c4a3edc3e3c6b","s":"f5b6e985d26f1e9a"}