Searched for: author:"Schanz, J.J."
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Schanz, J.J. (author), de Lille, C.S.H. (author)
Customer experience (CX) is a differentiation strategy often chosen by companies. But several aspects can hinder the realization of this strategic change: Existing routines, strong silo thinking among departments, and other circumstances work against the creation of a holistic CX. There is very little guidance in the literature about becoming...
journal article 2017