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261: Who Really Owns Customer Experience?
Why Customer Experience Fails Without the Right Internal Ownership
Every company says customer experience matters. But too many organizations launch CX initiatives without clearly defining who owns the work, who champions it, who keeps it moving, and who makes sure it becomes part of the culture.
In this episode of The Customer Service Revolution Podcast, John DiJulius turns the tables and interviews Dave Murray, Vice President of Consulting at The DiJulius Group and co-author of The Employee Experience Revolution. Dave shares what he has learned from more than 13 years of helping…
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