The collection of processes an organization uses to manage customer interactions across the enterpris is more important than ever. The days of the single customer touch point are long gone. Today’s companies must optimize the customer experience across multiple channels and product lines while still meeting demands for real-time, increasingly customized execution.
The concept of customer experience management has been around for several years, and the practice has
been gradually gaining traction. Customer experience management is an important strategic priority for
nearly half (45%) of organizations, and even more (53%) believe that customer experience management
provides competitive advantage.
Published by Harvard Business Review