In our recent Verint Webinar featuring Forrester’s Brendan Witcher and Sur La Table’s Rachel Frederick, we heard a riveting exploration of why less than 1% of customers say they’re having excellent experiences.
Meanwhile, senior leadership seems to consistently say that they are delighting customers. Why is there a disconnect? Brendan thinks to answer this question, we need to ask another one: “Do we really understand our customers?”
While we will share some insight below on … Read More