If you asked brands to describe the difference between customer service and customer experience (CX), many might have trouble providing a solid answer. But those who understand the difference, and are able to prove it, will claim a powerful competitive advantage in the pursuit of customer engagement.
In fact, Gartner, a global business technology and research firm, has called customer experience the new competitive “battlefield.” By 2016, 89% of surveyed brands are planning to compete largely on the basis of customer experience....