We’re hurtling at warp speed to a time when customer experience will reign supreme. In fact, according to Walker, customer experience will supplant product and price as the key differentiator by 2020. In 2014, Gartner said in five years customer experience will be how 89% of businesses differentiate. It’s 2019 – times up!
The buyer’s expectation is to have a friction-free customer experience, even as that experience spans an increasing array of channels and touchpoints that rely on complex back-end business operations from vendors. Coordinating all touches along the journey is known as delivering a unified customer experience.
And it starts with unified data, which…
This is only a snippet of a Marketing Article written by John Hurley
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