Customer Experience: The next competitive battleground

In association with
19th Aug 2004

Take a step back out of the hurly burly of today’s business world - get into your helicopter - and rise above the melee to consider what is happening.

A number of senior business leaders believe that we are driving headlong towards the commoditisation of markets. They believe the traditional differentiators are being lost on a daily basis. For the first time in centuries just differentiating on the physical dimensions of the Customer Experience - price, quality and delivery - is an unsustainable business strategy.

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