Customer Experience Is the New Competitive Battlefield


Foundational Refreshed: 08 November 2016 | Published: 04 June 2015 ID: G00273269

Analyst(s): |

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Summary

Greater competition and growing consumer power have eroded traditional product- and service-based differentiation, forcing firms to seek new, more durable forms of competitive advantage. Many business and IT leaders see the customer experience as a sustainable source of competitive differentiation.

Table of Contents

  • Analysis
  • Research Highlights
    • The Role of Marketing in the Customer Experience
    • Seven Types of Customer Experience Project
    • Optimizing Channels to Improve the Customer Experience
    • Applying Best Practices to Build a Better Customer Experience
    • What to Read, Depending on Your Customer Experience Maturity
  • Gartner Recommended Reading
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