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Problem
The following two images include examples of how Adidas and British Airways failed to deliver CX.
A. Post your response to the following questions:
B. Read more about the Adidas and British Airways examples here and here..
C. What is the customer's expectation in the above two examples?
D. What factor(s) of the "Big Picture of CX Strategy" do you think Adidas and British Airways failed to deliver?
E. Did Adidas and British Airways appropriately address the lapse?
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