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You have a hidden impact on your return on investment for your customer experience management programs. This hidden impact kicks in between a given moment in your customer process and the customer behavior that results from it. While organizations know how to define the process and record the behavior, they usually miss this hidden impact. So, let’s discuss how to uncover what’s hiding there and how it affects your bottom line.
What brought this up was a podcast listener who had a pickle they wrote us about. Emily Davidson wanted to know how she could determine the value of what she is doing in her customer experience initiatives.
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