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The Customer Experience Professional's Role in Driving Profitable Growth

Dec 06, 2016

Today’s customer experience (CX) professionals must be able to:

  • Make decisions based on customer behaviors
  • Transform the customer experiences that add real value 
  • Drive growth and customer retention

At CXSF 2015: Forrester's Forum for Customer Experience Professionals, KPMG LLP's Julio Hernandez gave the presentation below on the importance of seeking the right experience metrics and the importance of helping enterprises understand the value of customer experience toward profitability and growth.