The CX Revolution: A New Framework for Customer Experience in the Age of Intelligence

Customer experience is the ultimate output of a company’s brand promise, determining whether a business stands the test of time or fades into obscurity. But CX, and by extension brand loyalty, is on the verge of being totally unrecognisable from what we have known until now. CX’s position as business-critical, however, is resolutely unchanged. The latest research from FSC offers a practical way to navigate the coming change.