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The Future Of Customer Experience:
A Revealing Discussion With 7 CX Pioneers
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2008 was not a good year for financial services. From the subprime mortgage crisis to the collapse of Lehman Brothers, the US was in a sorry state financially, which, in turn, precipitated a global economic downturn. Consumers, used to viewing financial institutions as trusted advisors, now saw them as highly suspect organisations. To survive the downturn, these institutions had to become experts at customer retention, giving rise to a new discipline, Customer Experience (CX).
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