With the proliferation of mobile devices and near ubiquitous web access, the rise of online reviews, and pervasive social networking, customers have more information and influence than ever before. This means that the ways people experience brands are evolving –customer experiences, both good and bad, spread seemingly instantaneously. Winning companies focus on creating great customer experiences at every touch point—on the web, in person, on the phone, and through physical products—by aligning their organizations with users’ goals, needs, and expectations.

Learn how leading companies are leveraging user experience as a cornerstone to creating the exceptional customer experiences that set them apart from the pack.

In this report, we share the following findings:

  • Four ways to capture executive-level support for customer experience initiatives
  • Three steps you can take to create alignment across business units
  • Three recommendations for elevating customer experience in your organization