Kate Leggett, VP & Principal Analyst at Forrester

It's all about being customer-centric and delivering on customer’s expectations. And Conversation is a necessity to deliver on these transformed CX standards. But what is the current state of conversational maturity of the market? Join Terrence and Kate as they dive into the CX gap and take a look at how using the Conversational Maturity Index can help in the strategy to bridge the divide.

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