There is broad agreement in the executive and management ranks that customer experience is a key competitive differentiator today. Companies of all sizes and across all industries see the strategic significance of superior customer experience expanding in the future. Nearly three-quarters of business leaders [73%] said that delivering a relevant and reliable customer experience is critical to their company's overall business performance today, and almost all [93%] agreed that it would be two years from now. However, very few companies have the necessary technology systems in place to support the organizational and process changes required to reorient the business to the customer.
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