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Key Takeaways
Customer-Centric Focus: Digital transformation must begin from the customer’s perspective rather than being technology-driven.
Competitive Differentiation: A customer-centric strategy is essential for differentiation in a competitive market, especially in Latin America.
Understanding CX vs. Experience Marketing: There is a misunderstanding in many companies regarding the distinction between customer experience (CX) management and experience marketing.
Beyond Surveys: Companies are often misled to believe that implementing surveys or metrics like NPS is sufficient to truly listen to customers.
Rising Expectations: The power of consumer technology has elevated customer expectations and necessitated a strategic focus on customer experience.
Regional Trends: Latin America is rapidly evolving in terms of customer experience, influenced heavily by trends in the U.S. and Europe.
Governance Models: Companies must prioritize governance m...
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