2017 will see a lot of battle lines drawn the field of customer experience, and in order to win you need to align your marketing with your employee engagement efforts.
This battle is already underway – in fact, it started years ago. A 2014 survey by Gartner indicated that 89% of companies expected to compete mostly on the basis of customer experience. According to that same survey, less than 50% of companies surveyed believed their customer experience capabilities were superior to their competitors, but two-thirds expected to be leading the industry (or at least exceeding their peers) within five years.
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