June 16, 2020
Forrester interviewed Valtech for a report on how to exceed customer’s shifting expectations titled “Expectations and Experiences: The Impact of Your Customers’ Expectations on CX Quality.”
Forrester’s Customer Experience Index shows that the key to CX excellence is to exceed expectations rather than merely meeting them. This Forrester report guides CX professionals through the process of how to manage their own CX experience through understanding the origin of expectations, how those expectations evolve and the role of the CX ecosystem among other factors. This report is a must read for CX professionals looking to stay ahead of the CX curve.
Click here for the full Forrester report (access requires subscription or purchase). Want to know how we can optimize your CX strategy?