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DCG research and articles about: customer experience skills

10-core-competencies-for-cem

Customer Experience Skills and Capabilities: Ten Core Competencies for Success

“Who owns the customer?” is a question that commonly arises in discussions about customer experience management at conferences and in online forums. Some say marketing, others say customer service, still others name other departments and functions that traditionally have the most regular direct personal contact with customers. While any organizational initiative needs to have some degree of executive sponsorship and governance; this… read more >

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