Trends Report

Create Successful Shared Customer Experiences With External Business Partners

Brands And Retailers Must Change Their Partnership Dynamics To Build Successful Shared CX

June 21st, 2023
Michelle Beeson, null
Michelle Beeson
With contributors:
Martin Gill , Maxie Schmidt , Victoria Manes , Rachel Birrell


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.

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