Customer experience is the new frontier of business differentiation. Eighty-nine percent predicted that by 2016, they will separate themselves from their competition on the basis of customer experiencemore so than product and service. A variety of factors influence a customers experience with a company, ranging from interactions with an in-store sales clerk, to reading an FAQ page to navigating a companys website. We are currently seeing businesses invest heavily in customer experience, with Gartner reporting that businesses invested in customer experience more than any other area of marketing in 2014 and are expecting customer experience to lead innovation spending in 2015.
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