The rapidly growing retail market is only becoming more competitive. To acquire new customers today, brands need to do more than meet their needs. They must surprise and delight every customer, every time. Customer experience has become the primary competitive differentiator for today’s brands. However, most retailers face many challenges when trying to implement a Customer Experience Management (CEM) strategy: not enough data, too much data, siloed information, inconsistent metrics, and delayed responses, to name a few. These can all be overcome with the right resources, perspective, and patience: great customer experience is a process.
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