The evolution of CX with emerging technology: CIOs’ takes

Published By: ETCIO.com  |  Published On: January 3, 2023

Balaji Raghunathan, Vice President of Technology & Digital Experience at ITC Infotech, shared an insightful perspective on how the focus of measuring Customer Experience has shifted from a quantitative to a qualitative approach at an ETCIO panel discussion on the Evolution of CX with Emerging Technology. He emphasized the importance of “moments of truth” in digital narratives, which occur in three stages.

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