Customer Experience is on the Rise; Marketing is on the Hook

Growing competition and consumer power have eroded traditional product-based advantages, forcing organizations to shift to a new battlefield: the customer experience. Marketing leaders are expected to create exceptional branded moments at every customer touchpoint.

Access this free research presentation to find out the results and recommendations of this not to be missed survey. Key findings that are explored further include:

89% of companies plan to compete primarily on the basis of customer experience by 2016.

Fewer than half of companies rate their customer experience as exceptional today, but two-thirds expect it to be in 2 years.

Although people are rated the top priority area for improving the customer experience, the top investments and growth are in technology.

Net Promoter Score trails the pack in both effectiveness and actionability as a measure of customer experience.

Click here to view the FREE Gartner marketing research.