CX is about more than simply improving the customer experience. For many brands, it is actually about creating a shift in the company culture by becoming more “customer obsessed.” This theme brought an array of innovative brands and thinkers together in New York for CXNYC 2015, Forrester’s conference for customer experience professionals.
During a speaker spotlight Q&A titled, “The Customer-Obsessed Enterprise,” Melody Lee, Director of Brand Reputation & Strategy for Global Cadillac, spoke about....