Customer experience essentials for enterprise

Over the past decade, singular differentiators including placement, product, price, and promotion have eroded. Brands and businesses across all industries now compete on customer experience. Having a customer-centric engagement strategy is a critical starting line for any business, particularly for brands with limited resources. Competing on experience spans the lifetime of a customer’s engagement with a brand.

This survey and benchmark report uncovers the customer experience management challenges faced by enterprise business leaders across a variety of roles and industries, as well as the role of various business processes and strategies in effectively collaborating to enable great customer experiences.


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