PREPARE TO COMPETE ON CUSTOMER EXPERIENCE CUSTOMER CENTRICITY IS THE NEW BATTLEGROUND.

 

Competitive differentiation formerly was waged on products and services, brand positioning, and price. But in a digital world, customers have increasingly high expectations. They expect companies to understand who they are and interact with them accordingly. A great customer experience means the difference between a loyal customer and one that has no qualms about moving to a competitor. You need to be prepared. Understanding your customers and their evolving expectations a single, , 360-degree view—one that begins with acquisition and extends from successful onboarding and management to relevant ongoing engagement.

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