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Brian is one of the titans of the technology services arena with more than 25 years experience in the field, 10 of which were served as Senior Director of Andersen Consulting's (now Accenture's) global Software Intelligence unit.

2 responses to “Why CX (Customer Experience) will remain a tough sell”

  1. Alex LaPrade | Best of what I read – Week of October 14, 2013 - Alex LaPrade

    […] Brian Sommer – “Why CX (Customer Experience) will remain a tough sell” […]

  2. Frank Nurock

    Countless Customer Experience Management experts are too captivated with procedures of measurement and not enough with making them actionable. It matters much less how CX is measured than what action it instills.