Gartner Research

Customer Experience Is the New Competitive Battlefield

Published: 04 June 2015

ID: G00273269

Analyst(s): Jake Sorofman , Ed Thompson

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

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