Jahia’s N.A. president suggests CX questions you should ask yourself to avoid failure

An executive with a digital experience enterprise software provider argues that creating CX project managers is a big mistake

“Thanks for chatting, and next time you can use the app!”

Joe Henriques looked down at his smartphone, a tad confused. “I’m using the app,” he told the app.

“??” the app responded.

“I’m curious why you’re asking me to use the app when I’m already using the app,” he said.

“Just an automated response, Mr. Henriques,” the app finally admitted.

In this brief encounter — which actually happened to the president of North America for tech firm Jahia on a recent hotel trip — Henriques encountered the kind of

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