When Was The Tipping Point For CX? It Looks Like It Started "Tipping" In 2010!
Forrester
JULY 7, 2015
Here's why this chart floats my boat: For two years - from 2008 to 2010 - we see the terms coexisting as if people couldn't quite make up their minds as to whether they were really different or not. Then in 2010 - pow! Customer experience" starts shooting up like a rocket while "customer satisfaction" takes a deep dive.
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