Where does optimism end and self-delusion start?
I don’t know and I don’t suppose you ever can be sure without the benefit of hindsight.
So, I was interested to see that 53% of the respondents to Ipsos CX & Awards International‘s ‘CX Voices: 2020’ survey said that since the start of #covıd19 their organisations’ focus on CX had increased.
It would be nice to think that in the face of unprecedented disruption and the deepest recession we have ever known that more than half of businesses were spending more energy focusing on #customerexperience, but I doubt it.
