Today’s marketplace offers seemingly limitless options for every product and service—from food delivery apps, sneaker brands, beauty supplies and more. As a result, the ability to deliver a personalized customer experience has surfaced as a key competitive business advantage. This shift in importance is largely a result of the continued digital transformation that has effectively redefined priorities for businesses.
In order to differentiate a business or product in a crowded marketplace, CMOs have been tasked with “reinventing” or recreating a brand’s customer experience, with 45 percent of marketers leading customer experience programs at their companies.
