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For CMO Professionals

The Brand Experience Assessment Report

Assessment: The Brand Experience Playbook

June 15, 2020

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This is the Assessment report in The Brand Experience Playbook For 2021.

Why Read This Report

The modern customer has high expectations of the companies with which they do business, so brands are on the hook to deliver consistent experiences across all touchpoints. This requires firms to shed old operating models in which brand and CX efforts exist independently of one another. Instead, branding and CX practices must be in synch or risk being perceived by customers as unreliable and irrelevant. This self-assessment helps marketers identify blind spots and make informed choices about how best to meet their customers' needs on a consistent basis. This is an update of a previously published report; we have updated the statements in the accompanying assessment tool.

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Table of Contents

  • Four Competencies Drive Brand And Customer Experience Alignment
  • Delivering Great Brand Experience Is A Team Effort
  • Recommendations

  • Pave The Way For Brand And Customer Experience Alignment
  • Supplemental Material
  • Related Research Documents

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