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This article critiques the phenomenon of overconfident marketers who mistake personal certainty for professional expertise. Through a personal anecdote about a former boss who treated marketing as a matter of personal taste rather than strategy, the author explores how certainty
The CXM (Customer Experience Management) market is undergoing a major restructuring, shifting focus from survey-based insights to measurable business outcomes. The article highlights two pivotal events: Qualtrics' $6.75 billion acquisition of Press Ganey Forsta, and Medallia's ma
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