Competing on Customer Experience in the Digital Age

Getting the Right Data to Drive Decisions into Actions

Today, competing for customers using traditional methods like price or product features simply isn’t enough. The digital age has put consumers in control with stronger voices, better information and lower switching costs. Customer experiences are the new battleground for companies seeking competitive advantage, but many do not have a well-developed strategy in place for improving customer experience.

In this white paper, veteran industry analyst John Lovett describes how to quantify the digital customer experience and how to progress from observation to decisions to actions. If your organization seeks to compete on customer experience, this is a must-read.