Best Practice Report

Harmonize Brand And Customer Experience To Acquire And Retain Customers

September 21st, 2020
Dipanjan Chatterjee, VP, Principal Analyst
Dipanjan Chatterjee VP, Principal Analyst
With contributors:
Keith Johnston , Alex Schanne , Nick Monroe , Lexie Lawhon , Rachel Birrell

Summary

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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