- The connected economy continues its path of creative destruction, so much so that it is changing the nature of competition itself
- Nearly all companies surveyed by Gartner (89%) believe that customer experience will be their primary basis for competition by 2016
- Less than half of companies see their capabilities in customer experience as superior to their peers
- Companies that have relied on developing new features, improved customer service and product innovation to drive growth now see a future where competitive advantage will be based on the customer experience
- To narrow the capabilities gap in customer experience, organizations must implement new tools, new people and changes in culture, in most cases, learning how to leverage technology to improve the experience.
