Customer experience is the modern competitive battlefield. Eighty-nine percent of marketers today compete primarily on the basis of customer experience. Despite being a cross-functional initiative, marketing leaders are on the hook and on the front lines to deliver results in support of the customer experience mandate. This means designing and delivering exceptional experiences that are digitally led, data-driven and multichannel.
This is no small feat, even for the most aligned and fine-tuned marketing organization. Marketers and customer experience leaders must be precise in defining priorities and diligent in aligning cross-functional resources.
This guide shows you how to holistically approach customer experience, along with three specific steps to take that will align and activate customer experience efforts across your organization.
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