What CX Pros Need To Know About The Customer Life Cycle

Customer experience (CX) is rapidly increasing in importance across all phases of the customer life cycle — including early phases over which marketing traditionally had exclusive purview. As brand and CX converge, CX pros need to ensure that CX improvements align to brand goals. This report lays out actions for CX pros to partner with CMOs and use the customer life-cycle framework and customer journey mapping tools to align brand, marketing, and CX.

Forrester Report
Costa, Tony; Sikowitz, Sarah; Dalton, John; Moorehead, Michelle; Manning, Harley; Czarnecki, Dylan; Perez, Elizabeth; Hartig, Kara
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