Nicolas Fritis, Ipsos Head of Customer Experience and Channel Performance in Latin America, speaks about The Forces of CX, a human-centric framework that helps organisations better design and deliver customer experience, so that it drives true competitive advantage and a better Return on CX Investment (ROCXI). Building on the original Forces of CX framework, which launched earlier this year, Nico references new research conducted in seven Latin American markets: Argentina, Brazil, Chile, Colombia, Ecuador, Mexico and Peru, and demonstrates how the relative importance of the Forces in Latin America varies across markets, sectors and brands.  For the full findings, head to https://www.ipsos.com/en, or get in touch with us at [email protected].

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