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When it comes to customer experience, will you be in Forrester’s 30% ?

Consider these comments from a recent article in Prospect about UK politics: “But one thing is certain: it is going to be harder to govern, especially for the long-term. Increased Flux makes for exciting contests but it does not help governments win mandates for tough choices. “ “A clear blueprint for winning campaigns in new times is emerging: ride the volatility, stay flexible and stay light on the big tough questions.” “British Politics is more uncertain and unpredictable than it has ever been but this volatility creates opportunity too.” “Volatility creates fertile ground for change. A First-Past-the-Post electoral system still poses a challenge to insurgents, but in this new era of flux, new leaders and new movements can change things remarkably quickly.” Imagine if you replaced all of the political references with Business references then would these comments be out of place describing the current business environment? Probably not. Therefore, are we seeing the short-termism of political cycles play out in the business world? And, does that mean, like in politics, that the hard decisions and bigger changes that need to take place in many organizations, to deliver the competitive and differentiated customer experience that customers desire, get left to …

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When it comes to customer experience, will you be in Forrester’s 30% ?

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