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For CMO Professionals

Harmonize Brand And Customer Experience To Acquire And Retain Customers

Performance Management: The Brand Experience Playbook

October 23, 2018


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This is the Performance Management report in The Brand Experience Playbook For 2020.

Why Read This Report

While the boundaries between brand and customer experience (CX) are still cloudy in most companies today, the demarcation between the two has all but disappeared in the minds of customers. Companies that fail to recognize and embrace this duality risk becoming irrelevant very quickly. CMOs: Read this report to understand the shifting roles of both disciplines and discover how brand and CX can work together to drive value for the customer and the organization.

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Table of Contents

  • The Best Companies Harmonize Brand And CX
  • Brand Owns Promise And Perception
  • CX Must Continually And Consistently Deliver On The Brand Promise
  • Recommendations

  • Position Brand And CX To Work Together — Or Risk It All
  • Supplemental Material
  • Related Research Documents

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