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The Five Phases of Customer Experience Maturity — and Why Most Companies Are Stuck in Phase Two

calendar_today July 1, 2026 person Samantha Finken Rayner domain monkeylearn

Our CEO Mark Bishof recently made a declaration that I think deserves more unpacking: the experience management era, as we have known it, is being rewritten. He is right. But understanding why, and what replaces it, requires understanding how we got here.

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