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Time to turn off autopilot

If the past few years have taught us anything, it’s that companies must build resilience in every corner of their business. Even during times of economic uncertainty, stronger relationships with customers can help companies thrive which means that no business can settle for good enough service.

Even so, progress in the past year has stalled at the very top. Customer Experience (CX) leaders think they’re doing well, but the reality is that they’re struggling to maintain high service standards both an opportunity and a warning to those looking to catch up. No one can afford to sit back and get complacent. What’s more, slipping CSAT scores and waning customer patience across the board reveal a much larger issue: customer expectations aren’t being met. Big or small, high performer, or just getting started, every company has work to do.

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