The world today has radically transformed for media and entertainment companies, for employees, and especially for consumers. While every day seems to bring a list of “new normal,” the constant is that customer experience is, and continues to be, the primary disruptive force in media and entertainment. Yet, the conditions are no longer set by the brands; they’re set by the consumers. For some, this is cause for concern. For forward-thinking experience businesses, this is an opportunity.
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