Perception, with all its nuances, is often misunderstood. And yet, it’s core to the very definition of “customer experience” — customers’ perceptions of their interactions with a company. In this episode, Forrester Analyst Kelly Price helps us understand the dynamics of customers’ perceptions and how to account for their complexity in structuring customer research — a glimpse of what’s to come from Kelly’s upcoming speech at Forrester’s CX SF 2019.
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