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- Title
Implementing the Customer-Centric Mandate: Journey management from the perspective of large organisations.
- Authors
Duffy, Warren
- Abstract
The film Everything Everywhere All at Once was 2022's runaway hit, winning praise for blending characters, genres and timelines. To some, it made perfect sense - to others, it was chaos. I saw in it a parallel to the environment in which in-house customer experience (CX) teams operate, especially in large organisations with millions of customers and thousands of employees. With multiple user segments, business goals, time horizons and journeys - it's everything, everywhere, all at once!
- Subjects
TIME perspective; CUSTOMER experience; CONSUMERS; FILMMAKING
- Publication
Touchpoint, 2024, Vol 14, Issue 3, p61
- ISSN
1868-6052
- Publication type
Article
- DOI
10.30819/touchpoint.14-3.12