CASE STUDY: CINCINNATI BELL CUSTOMER JOURNEY MAP DRIVES CUSTOMER EXPERIENCES (CX) www.fusionalliance.com ©2018 Fusion Alliance. All Rights Reserved. Overview When Cincinnati Bell, a Midwestern provider of integrated communications solutions, decided to create a mobile app, it embarked on a journey that would improve overall customer experience (CX) and establish a measurable, actionable CX strategy. The planning process revealed a need

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