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Do your processes and customer experience work together or against each other?
June 12, 2015
Shane Goldberg
Do your processes and customer experience work together or against each other?
Shane Goldberg
June 12, 2015

Do your processes and customer experience work together or against each other?

Shane Goldberg
June 12, 2015

When internal processes work in alignment to deliver a great customer experience the result can be outstanding, when they work against each other the results are disastrous. In this post two analogies are used to examine these two cases, that of a swan and an iceberg.

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