Create Successful Shared Customer Experiences With External Business Partners

Many businesses rely on external partners to support “their” customer experiences; think customer-facing brands that sell through retailers. In the face of shifting market dynamics and increasingly empowered customers, brands and distributors must improve their terms and agreements to account for their impact on the end customer experience. This report highlights how CX leaders at brand and retail organizations must change their partnership dynamics to focus on customers and share responsibility for creating successful shared customer experiences.