Want to fix CX? Take Mark Felt’s (aka Deep Throat’s) timeless advice—follow the money pain!

Word from the horses’ mouths: Only 1% of companies deliver “excellent” customer service, per Forrester’s recent CX Index consumer research. The needle hasn’t moved for years and years. How can businesses address this?  I don’t mean to channel the sage advice “Deep Throat” dished out to Woodward and Bernstein—Follow the Money—but it is a logical approach to solving the problem. In fact, we have already done it for you. We (Forrester on our behalf) started by asking 5000 consumers what…