Tom DeWitt developed North America’s first master’s degree in customer experience management, or CXM, at Michigan State University’s Eli Broad College of Business. He is the director of CXM@MSU, a industry-facing program dedicated to the advancement of customer experience management. An expert on consumer psychology, customer-centric organizations and employee engagement, DeWitt understands all the components that go into creating a positive customer experience. Here, he shares insights on how companies can truly put consumers first – and what that process entails.
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