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.