The CXM Playbook
A Marketer's Guide to Managing the Customer Experience
Winning customer trust and loyalty in a mobile-first, ad-free, perpetually-connected world means one thing: giving an experience so distinctive and memorable that they can’t help but talk about it. But creating a great customer experience is a journey, not a project. It demands new technologies, new processes, new capabilities, new thinking – most of all, it requires a passionate commitment to put customers first. Marketers can lead that transformation – but only if they have the right roadmap to get there.