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In the pursuit of quality, customer experience (CX) leaders should consider the costs to build effective business cases. Watch as service scientist Alec Dalton shares how to identify and balance the costs of “good quality” and “poor quality" in the pursuit of optimal CX investments. This presentation was first delivered on Aug. 21, 2020 during a CX community event hosted by the North American Customer Centricity Awards. It mirrors concepts Alec presents in the best-selling book Customer Experience 2.
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