While business priorities ebb and flow year over year, improving customer experience (CX) comes up again year after year. Through a pandemic, social changes, climate issues, and more, CX initiatives seem to bubble to the top of every IT leader’s to-do list. This is because CX has been the top brand differentiator for the better part of a decade. Brands that nail CX become market leaders and those that do not go the way of Radio Shack, Toys R Us, and other notable companies that forgot about the importance of the customer.
