Forsta：2021年客户体验战略终极指南报告（英文版）

Over the past few years, Customer Experience (CX) programs havebecome an established path to delivering enhanced customerexperiences, engaging employees and driving business change.Why then, is every business not running a slick and successful CXprogram? The benefits have been well-established, particularlyin markets where product and price differentiation are limited,or where great customer experiences are demonstrably able todeliver higher revenues, improved retention or reduced costs.The a