I love this topic and all the confusion that comes with it. Customer Experience is a hot buzzword(s) and now a top priority for CMO’s in 2015 (according to the latest research from The CMO Club and Gartner for Marketing Leaders), it’s critically important we all get on the same page. I see the words “customer experience”, “omnichannel” and “personalization” get thrown around as if they were everyday achievements, but the reality is we are all struggling with how to define and implement, because it’s really hard to deliver that consistent, positive, “Remarkable” customer experience.

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