The Brand Experience Assessment Report

June 15th, 2020

Dipanjan Chatterjee VP, Principal Analyst

With contributors:

Keith Johnston , Nick Monroe , Alex Sobchuk , Lexie Lawhon , Rachel Birrell

Summary

Modern customers have high expectations of the companies they do business with, 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 customer experience (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.

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