Bridging the CX Understanding Gap

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As customer experience (CX) continues to drive business transformation, we are met with a general lack of understanding around what and how to move forward. Forrester research revealed more than 60% of decision makers are still holding on innovation related to the Internet of Things. The Internet of Things is CX. People expect connectivity; people expect effortless data integration that improves the way they move through the world. This is nothing to delay and “assess.” The CX winners lean in hard early. They experiment. They fail. They pick themselves back up and try again.  People more than welcome that now, they expect it.