This shift to customers is having a clear impact in the organizations despite not all of them are able to capitalize on this, and also despite the efforts in marrying together datasets, technological infrastructures and operations, often for the first time, in order to provide the perfect experience for consumers.
However what it is crital is that companies have committed to customer experience for the long term. meaning a commitment to a structured, longterm view on delighting the customer. This commitment is being internally adopted by organization impacting their culture and strategies for success.
Even when the adoption of a customer experience process is a global ongoing one, the report also depicts by region how marketers approach opportunities, leading North America this shift.
The report also describes how marketers place the focus at the time of giving steps forward in the improvement of customer experience
How marketers compete in terms of Global Culture, Strategic, Tactics, commitment can´t be isolated from the fact that digital channels play a disruption goal in how to build relationships affecting not only what is digital but also off-line.
In a nutshell experience starts with strategy and culture
