Is customer experience still a true brand differentiator—or has it lost momentum? Across industries, customer experience (CX) is under pressure. While many companies claim to put customers first, the reality often tells a different story: broken systems, disconnected teams, and blurred ownership are hindering meaningful progress. Stacy Sherman and guest Sean Albertson take a direct look at what’s going wrong and offer a path forward with clear, practical steps leaders can apply now. They also introduce a new CX community—created to connect professionals, exchange ideas, and reinforce the value of customer experience as a core business discipline.
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