Summary
While marketers spend most of their efforts and resources on top-of-mind channels like the Web or TV, two-thirds of consumers report lackluster interactions with brands, leading to low levels of satisfaction and loyalty. CMOs must embrace the customer experience ecosystem and use it to energize the whole enterprise to adhere to what the end-to-end customer experience actually looks and feels like. The benefit: relevant and consistent brand experiences delivered across hundreds of potential customer touchpoints.
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