Customer Experience: Today's Imperative

Today, most firms are faced with eminent disruption. The marketplace is shifting at a pace most of us have not experienced or seen before. Competition is changing. It is nimbler and more innovative. Pervasive expectations of lower costs, enabled by greater technological capabilities are simply table stakes. And while the economy has improved, liquidity has not returned to pre-crisis levels. Both consumers and businesses remain relatively cautious; in spite of being in