discuss the steps to improving customer experience.please write 350-400 words and include references.

Hi Class,
Review chapter 14 in the course text.
In your own words, discuss the steps to improving customer experience.please write 350-400 words and include references.

Required Text

McKeen, J. D., & Smith, H. A. (2015). IT strategy: Issues and practices (3rd ed.). Pearson

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