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Great question, Rosie. A perfect example of poor CX doing them in, is Bed Bath & Beyond. They first got rid of floating associates who were there to help you and answer questions. Then the cashiers - it become self service, automated. The CX went the way of the Dodo (and yes, I realize there were other important factors at play for BBB like their shifting to “private label”, not building a strong emotional brand and instead relying on 20% coupons, etc.) and so did the business.

The good news is that it makes more room for new players that will zag while big legacy corps are zigging. Doubling down on great CX will be a positive differentiator and a useful, positive foundation from which to grow.

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