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269: Encore Episode - Creating Alignment with A Customer Experience Action Statement
AI Can Accelerate Your Strategy—But It Cannot Choose Your Direction
Before You Implement AI, Align the Experience
Companies are moving quickly to implement artificial intelligence, automation and new digital tools. But speed without alignment can create a more efficient version of the wrong customer experience.
Before an organization decides what AI should do, its leaders and employees must agree on the experience they are trying to create. A Customer Experience Action Statement, or CXAS, provides that direction. It translates an organization's broad mission, purpose and values into a clear…
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