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.
- 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