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Customer Experience: A Catalyst for Digital Transformation

We are witnessing a dramatic shift in the balance of power between many organizations and their customers across virtually all industries. Price and products are no longer enough; customers value experiences. Organizations can digitally transform their businesses to best attract, win, retain and support customers by leveraging the latest applications, analytics and infrastructure to deliver a differentiated experience that is not a luxury, but a necessity for survival.

Sheryl Kingstone

Research Director, Customer Experience & Commerce