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CX Published

ACT-IAC: Customer Experience Playbook, A Guide to Transforming Service Delivery

As the Industry Advisory Chair to the Customer Experience Community of Interest, this was one of my first projects to be a part of. It was a strenuous one with lots of lessons. To see it be used and referenced in different ways was a very big relief and payoff. So many talented and brilliant people contributed and I’d recommend this to anyone who has been assigned to undertake CX in their organizations.

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